July 2010
Beginner to intermediate
312 pages
9h 51m
English
Content preview from Business Metadata: Capturing Enterprise Knowledge
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Chapter 4 Business Metadata, Communication, and Search
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4.4.2.6 Decrease in Call Center Volume
The impact of failed searches on call center volume can be measured. If both
internal and external personnel can find the information they need on a Web
portal, then this represents less HR or sales requests. Feldman reports that call
center volume decreases by 30% when search is improved.
Good online customer service can handle up to 90 percent of customer questions.
Implementing premium search can immediately boost call deflection, cutting the
number of calls in half. (Sue Aldrich, as quoted in Seybold, 2006)
4.4.2.7 Increase in Sales
Improved sear ...
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