Implementing the Customer Contact Center: An Opportunity to Create a Valid Measurement System for Assessing and Improving a Library's Telephone Services

Autor/inn/en	Murphy, Sarah Anne; Cerqua, Judith
Titel	Implementing the Customer Contact Center: An Opportunity to Create a Valid Measurement System for Assessing and Improving a Library's Telephone Services
Quelle	In: portal: Libraries and the Academy, 12 (2012) 3, S.299-314 (16 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1531-2542
DOI	10.1353/pla.2012.0031
Schlagwörter	Educational Needs; Academic Libraries; Telecommunications; Program Implementation; Library Automation; Library Development; Library Services; Reference Services; Models; Measurement Objectives; Measurement Techniques; User Satisfaction (Information); Computer Mediated Communication; Information Centers + Suchen Sie Ihr Suchwort? Educational need; Bildungsbedarf; College; Colleges; University; Universities; Libary; Libraries; Hochschule; Fachhochschule; Universität; Bibliothek; Hochschulbibliothek; Telekommunikationstechnik; Bibliotheksplanung; Bibliotheksarbeit; Literaturdienst; Analogiemodell; Messtechnik; Benutzerfreundlichkeit; Computerkonferenz
Abstract	A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement system to assess employees' handling of a contact center's telephone calls and subsequent training needs. When implemented effectively, a contact center can efficiently provide service while maximizing customer satisfaction. (Contains 5 tables, 3 figures and 14 notes.) (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10