Transform your front-line 
operations by improving your intranet

A presentation at Strategic Internal Communications Conference in in Toronto, ON, Canada by Blaine Kyllo

Customer service representatives (CSRs) can make or break the experience for customers, which can have a direct impact on the success of a business. Improving the intranet that supports those front-line workers helps them to operate faster, more accurately, and with more confidence. It can also impact the bottom line.

In this case study, learn how a regional government utility company transformed an aging, cluttered information repository into a sleek, modern knowledge center, and how shaving seconds from phone calls will save the business hundreds of thousands of dollars each year.


The following resources were mentioned during the presentation or are useful additional information.