Revamp Your Customer Service: Using Data to Improve Customer Service Practices

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The FIU Librarians will reveal the statistics from a pilot program to formalize their Incident Management and Problem Management processes using the LibAnswers ticketing system on Springshare's LibGuides CMS. The ticketing system allowed the librarians to track the effectiveness of their troubleshooting steps, measure turnaround time for resolution, and manage their transition to new products and services. The pilot program enhanced interdepartmental communication, improved customer service outcomes, increased transparency, and identified trends and potential problems before they became widespread issues.


Accepted for presentation at the 2022 Southeast Florida Library and Information Network (SEFLIN) Annual Conference.

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