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Xerox's Knowledge Management System Revealed

Posted: 07/05/2011

CMIQ talked with Mary Fenlon, director of knoweldge management at Xerox, about how Xerox went about implementing a knowledge management system recently.


Tags:   Contact Center | Call Center | Contact Center Strategy | Contact Center Management | Employee Job Satisfaction | Customer Satisfaction | Knoweldge Management System | Agent Training

Xerox's Knowledge Management System Revealed


Xerox instituted a new knowledge management system in its contact center recently to help empower agents through easy access customer information. Through this, the company has reduced agent training costs, improved employee job satisfaction, while concurrently improving customer satisfaction. Fenlon discussed the planning and implementation process with CMIQ that Xerox went through to bring about its new system.


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