connecting you with information, support and your community Smart solutions for customer measurement Anne Roberts Helen Curtis Customer Services Manager Academic Support Manager [email protected][email protected]@helencurtis Internet Librarian International - Smart Solutions to Real Challenges Olympia Conference Centre, London Wednesday 16 th October 2013 #ILI2013
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connecting you with information, support and your community
Smart solutions for customer measurementAnne Roberts Helen CurtisCustomer Services Manager Academic Support [email protected][email protected]
@helencurtis
Internet Librarian International - Smart Solutions to Real ChallengesOlympia Conference Centre, London Wednesday 16th October 2013 #ILI2013
• Self-service options increased so customers have a better chance of helping themselves
• Customers able to track their enquiries and view responses
• Customers able to provide feedback and rate their enquiry experience
• Enquiries are not lost in the referrals process• Enriched customer service experience
Improvements for staff
• One system for recording, tracking, and managing enquiries
• Standardised approach to enquiry management• Real time reporting and record of work to justify
staffing levels• Rich knowledge base• Quality of service delivered to customer
consistent and ease of enquiry escalations• Teams able to view all their teams enquiries
Improvements for management
• Library wide enquiry summary reports• Detailed reports providing both quantitative and
qualitative information• Automated SLA/KPI monitoring• Service data to inform staffing requirements and
opening hours• Identify the source customers are using• Identify the resources used
Enquire
Benefits
• Email enquiries diverted into Enquire• Staff time saved • New enquiries can be added and processed • Ease of access to previously answered questions• Ability to record time taken in real time avoiding
guesswork• Evidence of what is working and what needs