Magazine article Information Today

Report on Dialog Customer Service Staffing

Magazine article Information Today

Report on Dialog Customer Service Staffing

Article excerpt

One question in many Dialog customers' minds this past year has been about the quality of staffing and customer support, especially with the move of the U.S. headquarters and subsequent loss of employees. In an interview with IT, a company representative said that the consolidation of staff and resources has led to greater efficiencies. Dialog's operational goal was and still is to answer at least 80 percent of customer service calls within 30 seconds-and this continues to be met. The U.S. office receives about 600 calls per day, which is the same as before.

The customer service offices in Philadelphia and Mountain View, California, had previously used "universal agents" to answer calls. These front-line agents were basically just traffic cops routing calls, and none of them had M.L.S. degrees. With the consolidation of the offices at Cary, North Carolina, this is no longer being done. The customer services department is now called the Knowledge Center and has three types of staff. The Product Support Specialists answer all calls first, helping with search assistance, training registration, document delivery, password issues, etc. …

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