@article {Downing:2007:0049-3155:201,
title = "Using Customer Contact Centers to Measure the Effectiveness of Online Help Systems",
journal = "Technical Communication",
parent_itemid = "infobike://stc/tc",
publishercode ="stc",
year = "2007",
volume = "54",
number = "2",
publication date ="2007-05-01T00:00:00",
pages = "201-209",
itemtype = "ARTICLE",
issn = "0049-3155",
url = "https://www.ingentaconnect.com/content/stc/tc/2007/00000054/00000002/art00006",
author = "Downing, Joe",
abstract = "In this article, I introduce the reader to the customer contact center industry and to technicians who staff the phones for countless credit card companies, banks, and help desks around the world. Next, I explain why technicians need efficient and effective tools to complete their job
duties. After I provide the necessary background information about ClientLogic, the focus shifts to how ClientLogic developed and then tested two wizard-style help tools. I conclude the article by discussing the implications the study has for technical communicators, especially those who create
and measure the ROI of online help systems.",
}