> of his best cases, probably true, is at Hewlett Packard where network
> engineers organized their advice, such that clerks took over handling most
> of the help calls. I've had some success in several organizations and
> projects, but for the most part people don't want to learn, think, or even
>
I have created a call centre that is driven by CBR Express and the
knowledge engineering is done regularly by scanning the calls, looking
for patterns in problem/solution and then adding to the expert system.
(It currently processes 8000 calls per month with plans to get to
80,000/mo in two years - hence the focus on process NOW.)
The idea is to capture the information that is farmed out to the
professional responders with both problem and solution enabling the
next caller to get the information "once and done".
This process requires regular intervention and loses the recurrences
in between updates. It can also miss problems that are formulated in
different language. What I really want is a continuous capture of the
cases...especially before we get to 3 times the current volume.
-- Keith Cowan Phone: (416)565-6253 FAX: (905)858-7131 Toronto Internet: cowan@pci.on.ca Compuserve: 72212,51