Fortune 50 Healthcare Company Implements Knowledge Management System Improving FTF Rate by over 10%
Lindsay’s primary goal was to assist the call center in minimizing the time to find the correct answers for customer inquiries. Lindsay set out to define a process for organizing existing information and resources as well as ongoing maintenance. By shadowing call centers, listening to phone calls, and observing employee troubleshooting approaches, Lindsay had a comprehensive understanding of call center operations. With this information and through extensive research, Lindsay determined the appropriate enterprise search tool and provided two recommendations:
- Data cleanup: Retrieve “insight” or mental knowledge from employees and create documentation for organization-wide use.
- Assess, select, and implement Coveo, a knowledge management tool to better leverage the information being retrieved by call center representatives.
Lindsay has always impressed me with her knowledge, skills and abundance of creative energy. Her experience in a variety of work environments equips her to offer insights and solutions that are practical and effective.Kevin Crosby, Owner of Full Circle Studio