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ERIC Number: EJ975874
Record Type: Journal
Publication Date: 2012-Jul
Pages: 16
Abstractor: As Provided
Reference Count: 0
ISSN: ISSN-1531-2542
Implementing the Customer Contact Center: An Opportunity to Create a Valid Measurement System for Assessing and Improving a Library's Telephone Services
Murphy, Sarah Anne; Cerqua, Judith
portal: Libraries and the Academy, v12 n3 p299-314 Jul 2012
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.)
Johns Hopkins University Press. 2715 North Charles Street, Baltimore, MD 21218. Tel: 800-548-1784; Tel: 410-516-6987; Fax: 410-516-6968; e-mail:; Web site:
Publication Type: Journal Articles; Reports - Descriptive
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers: N/A