Does quality documentation reduce call center cost?

Subject: Does quality documentation reduce call center cost?
From: "Platko, Mickey" <Mickey -dot- Platko -at- hp -dot- com>
To: <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Mon, 2 Oct 2006 11:47:46 -0500

My team believes high quality, well-written support documents increases
the ability of customers to solve their own problems, rather than
calling the help desk.

We're looking for articles or studies that indicate that quality
documentation reduces costs and increases customer satisfaction. Can
anyone point me in the right direction?

Mickey Platko
Technical Editor, Content Quality Standards
Aesbus Knowledge Solutions


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