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A Knowledge Platform for the Customer Contact Center of Union Investment

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These days, customers require companies to know about their preferences across multiple channels and serve them with rapid responses to occurring problems. This creates the challenge of making all information for, about, and from customers consistently available to all employees who have contact to them. This teaching case illustrates how a financial services company implemented a new knowledge platform in the years 2002 and 2003 to allow contact center agents to quickly access a variety of information needed to solve customer problems. It highlights how modern information technology can be applied to this challenge and what needs to be done to successfully implement such a solution. This case also demonstrates how instruments of knowledge management can be used to support customer relationship management.
   
type book chapter (English)
   
keywords Service Management
   
book title Essentials of Management Information Systems
editor Kenneth C. Laudon, Jane P. Laudon
date of appearance 2004
publisher Pearson Prentice Hall (Upper Saddle River, New Jersey)
ISBN 0-13-145144-8
page(s) 572-580
citation Brenner, W., Kolbe, L., & Bueren, A. (2004). A Knowledge Platform for the Customer Contact Center of Union Investment. In Laudon, K. C., & Laudon, J. P. (Eds.), Essentials of Management Information Systems (pp. 572-580). Upper Saddle River, New Jersey: Pearson Prentice Hall. - ISBN 0-13-145144-8.