The Call Center Operations group of a major telecommunications company struggled with the system that supported its 13,000+ customer service representatives (CSRs). The system, originally designed for content authoring, was plagued with problems.
- Content was stored in multiple locations and in multiple formats, making it very difficult for the CSRs to find information quickly.
- The system was unable to present the information by geographic region—a necessity for the regulated telecommunications industry.
- The majority of the content was only available in long, cumbersome technical documents—not a format to support CSR interactions with customers.
- The search functionality was ineffective, often retrieving a large number of irrelevant results.
These problems were causing degradation in call center performance and negatively impacting customer satisfaction levels.