Using customer contact center technicians to measure the effectiveness of online help systems

Research output: Contribution to journalArticle

5 Scopus citations

Abstract

Reports how ClientLogic, a multinational customer contact center provider, developed two wizard-style help tools for a client Argues that customer contact centers are ideal research sites to study the return on investment of online help systems.

Original languageEnglish (US)
Pages (from-to)201-209
Number of pages9
JournalTechnical Communication
Volume54
Issue number2
StatePublished - May 1 2007

All Science Journal Classification (ASJC) codes

  • Communication
  • Social Sciences (miscellaneous)

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