Call center collaboration

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In their JCDL 2009 paper titled “Cost and Benefit Analysis of Mediated Enterprise SearchWu et al. described a cost-benefit analysis of call center activity. The goal was to understand when an experts should help “consultants” who are handling phone calls from customers. The idea was that experts could make improvements in search results of queries run by consultants by identifying useful documents; the challenge is to make effective use of the more expensive experts’ time.

This seems like a great opportunity to implement a collaborative search interface that would mediate the collaboration between the people handling the phone calls and the technical experts. In addition to screen sharing (to help the expert understand the problem), the system might provide the expert with additional tools to facilitate searches and to reuse previously-found results.