ERIC Number: EJ608404
Record Type: Journal
Publication Date: 1999
Pages: N/A
Abstractor: N/A
ISBN: N/A
ISSN: ISSN-0002-9769
EISSN: N/A
Reference As Others Do It.
Coffman, Steve
American Libraries, v30 n5 p54-56 May 1999
Describes customer call centers that provide customer service and support in business and considers how their routines could be adapted to library operations. Topics include centralized staff; interactive voice response; automated call distribution; question analysis; sophisticated software; training and monitoring; telephone reference; and networked reference. (LRW)
Descriptors: Computer Networks, Computer Software, Library Networks, Library Services, Reference Services
Publication Type: Journal Articles; Reports - Descriptive
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Grant or Contract Numbers: N/A
