Troubleshooting at the Call Centre: A Knowledge-based Approach
نویسندگان
چکیده
The key focus of the customer call-centre is effective and efficient resolution of customer problems. Keeping staff and clients happy by streamlining call-centre workflow is integral in achieving this end. We propose to extend a knowledge representation and acquisition technique, known as multiple classification ripple down rules (MCRDR), that will support management of troubleshooting knowledge from multiple sources, including in-house databases of past and current cases and relevant internet-based material. We present a prototype system, and a database design that seeks to align the goals of the call-centre, such as maintainability and workflow compatibility, and which will inter-operate with the callcentre’s existing problem ticketing and knowledge management systems.
منابع مشابه
Reflecting on Backward Design for Knowledge Translation; Comment on “A Call for a Backward Design to Knowledge Translation”
In a recent Editorial for this journal, El-Jardali and Fadlallah proposed a new framework for Knowledge Translation (KT) in healthcare. Many such frameworks already exist; thus, new entrants to the field must be scrutinized in regard to their unique contributions to advancing understanding and practice. The El-Jardali and Fadlallah framework focuses on policy-level discussions, a relatively und...
متن کاملClosing the Gap Between Different Knowledge Sources and Types in the Call Centre
Our current project involves improving the trouble-shooting process in the support centre of a large multinational organisation in the Information and Communications Technology (ICT) industry. What has become obvious is the need to capture and reuse many different types of knowledge from a wide range of sources. We have conducted an evaluation study within the organisation to identify the types...
متن کاملCase-Based Troubleshooting Knowledge Management
Lack of troubleshooting knowledge support combined with the time pressure to perform can adversely affect the performance on unplanned maintenance tasks. We propose that a knowledge management (KM) perspective should used to support unplanned maintenance tasks. The KM approach explicitly supports the continuous processes of creation, collection, organization, storage, and delivery of troublesho...
متن کاملA Web-based automotive refrigeration troubleshooting system applying knowledge engineering approach
This study describes the generation of Web-based troubleshooting system for automotive refrigeration system using knowledge engineering approach over the Internet. The relevant technologies used in the system are discussed in detail. The aim of the proposed knowledge-based troubleshooting system (KBTS) is to integrate the troubleshooting process of automotive refrigeration system into a single ...
متن کاملA Call for a Backward Design to Knowledge Translation
Despite several calls to support evidence-informed policy-making, variations in uptake of evidence into policy persist. This editorial brings together and builds on previous Knowledge Translation (KT) frameworks and theories to present a simple, yet, holistic approach for promoting evidence-informed policies. The proposed conceptual framework is characterized by its impact-oriented approach and...
متن کامل