Greetings: I'm looking for guidance, suggestions, best practices with regard to the retention and handling of on-line text chats generated during customer service support interactions. The on-line text chat sessions are used to help resolve customer queries and will also be used to assist our organization in capturing knowledge of trends, questions and solutions to enhance future customer service experiences and build a "body of knowledge" to be used by our customer service team. Our perspective is global, with an initial focus on Canada and the USA. Cheers, Irene Gelyk, CRM, ermM List archives at http://lists.ufl.edu/archives/recmgmt-l.html Contact [log in to unmask] for assistance To unsubscribe from this list, click the below link. If not already present, place UNSUBSCRIBE RECMGMT-L or UNSUB RECMGMT-L in the body of the message. mailto:[log in to unmask]