Improving customer service and work flow

摘要

Many service organizations, such as IT help-desks and retail customer support hotlines, employ an escalating level of customer service and support personnel to optimize limited staffing. Commonly asked or general information questions are handled by front-line staff, while more complex questions are passed on to specialists. This model of staffing contributes to efficient utilization of professional staff as well as improved work flows. With this concept in mind, the research library of the NationalInstitute of Standards and Technology (NIST) initiated the First Point of Contact Program in 1997. The program was intended to provide training for library technicians (library paraprofessionals) in the basics of reference work in a special library environment, thereby allowing librarians more time to focus on in-depth research projects and customer outreach.