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Using Customer Contact Centers to Measure the Effectiveness of Online Help Systems

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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.
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Document Type: Journal Article

Publication date: May 1, 2007

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  • Technical Communication, the Society's journal, publishes articles about the practical application of technical communication theory and serves as a common arena for discussion by practitioners. Technical Communication includes both quantitative and qualitative research while showcasing the work of some of the field's most noteworthy writers. Among its most popular features are the helpful book reviews. Technical Communication is published quarterly and is free with membership.
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