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| Start New | Message Index | Flat View |
| Merging of library enquiry points with call centre |
| Author: | Jill Duffin |
| Date: | Friday, 30th May 2003 14:52 |
| Views: | 2,868 (excluding Digests and RSS feeds) |
| Category: | Information Issues | | URL: | http://www.freepint.com/go/b23926 |
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We are about to start a restructuring process. We are a small specialist library, currently with a staff of 7, which is about to be reduced to 4. One idea put forward by management is to work more closely with the call centre and have them answering calls for us. I am looking for any case studies on libraries who have gone down this route. I have spoken with the CIPD, who already do this. I have also asked CILIP to search LISA for me, they came up with a few articles 'Call centres: enhancing service delivery or 'dark satanic mills' Managing Information, March 1999. 'Staffing the reference desk in the largely digital library' Reference Librarian, 1999. 'The future's bright, the future's call centres' Library Association Record, Feb 1997. I have also quickly searched Emerald, but did not find anything. Any guidance would be useful. |
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| Start New | |
| Topic |
Author |
Date |
ID |
 | Merging of library enquiry points with call centre | | We are about to start a restructuring process. We are a small specialist library, currently with a staff ... |
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Jill Duffin |
30/05/03 14:52 |
23926 |
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Catherine Dhanjal |
09/06/03 10:23 |
24074 |
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Furtive |
04/06/03 15:23 |
24000 |
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Sue Harris |
04/06/03 15:03 |
23998 |
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Tim Buckley Owen |
04/06/03 13:42 |
23995 |
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