Public Health Contact Centre Case Study

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Download Case Study – Knowledge Management in Public Health Contact Centres

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Highly trained staff delivering complex public health related information differs to what you would expect to find in a “typical” call centre. Advisers are required to deal with complex queries from citizens who require tailored and bespoke information and advice . This case study explores how advisers have been empowered through ready access to relevant information from diverse sources . The case study explains:

  • The importance of supporting advisers through effective information access
  • Why a knowledge management solution is a key component of the solution
  • How the solution was implemented for maximum impact

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