Utah Health Sciences Center Uses Knowledge Management Software to Improve Customer Service as Demand Increases

Topics:
Electrical and Electronic,
Knowledge Management
Tags:
Benefits,
University Of Utah,
Thomson Corp.,
Strategy,
Software,
Management,
Knowledge Management,
Knowledge,
It Operations,
Human Resources,
...
Source:
Thomson Gale

Vendor Registration: required

Overview: University Health Care is part of the University of Utah Health Sciences Center, which includes colleges of medicine, nursing, health and pharmacy, and supports administration, business and research for these colleges. The number of applications and our customers' expectations were increasing, yet the help desk's ability to meet demand remained the same. Based on customer feedback, the University knew they had relatively long hold times - an average of nearly five minutes - before users got a live person to resolve their problems. To increase the capabilities of the help desk, in March of 2004 the University upgraded from ServiceWare's KPX to their Knowledge Desk product.

(Is this item miscategorized? Does it need more tags? Let us know.)

Format: HTML | Date: Jan 2006

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