Services
Purchase an archived recording with accompanying slides- $50 USD
Description:
Customer Web Self Service and Call Center Support
Building applications and systems to support customer processes - either self service or call center support - requires an understanding of your customer's 'intent' as well as their mental model. Terminology has to be intuitive and self evident in the case of self service, or needs to lead the service rep down the correct path in the case of call center support.
In this session, you'll hear about:
- a large health insurance company who will discuss how they approached developing a taxonomy and metadata standard to support a 17,000 person call center
- a case study about a large UK based telecom service company and how they structured content and tagging to support web self service and an interactive voice response (IVR) deployment.
About your presenters:
Seth Earley is founder and senior consultant for Earley & Associates, Inc., a consulting firm specializing in knowledge, content and document management systems with a focus on taxonomy development and workflow design. With 20 plus years in the technology field, he has been involved in knowledge and content management processes for the past 12 years.
Glenn Bair serves as e-learning Project Manager for customer service and operations training at Aetna. Glenn’s responsibilities include direct management of the taxonomy for Aetna’s training and policy organizations. Prior to joining Aetna in 2000, he worked on projects for Acuity, Adobe, Creo, Eastman Kodak, McCann-Erickson, Ogilvy & Mather, Sapient, IBM and others. Glenn earned his B.F.A. degree from Rochester Institute of Technology in 1992.
Greg Reid is President and CEO of InFuture LLC. He has over 16 years of consulting and project management experience in information, content and knowledge management. Prior to creating InFuture, he was a Partner in Accenture’s Human Performance management consulting practice. Greg is considered a leader in implementing information management capabilities into Call Centers and into Customer Self-Service models often leading projects impacting 14,000+ Call Center Representatives.