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
