Phew! You've made it this far ... but what's next? Pretty much overnight, your contact center operations had to completely change. Maybe you were ready for this transition, maybe you weren’t. Maybe you had to go to extreme lengths just to find now-rare resources like laptops and headsets. Regardless, you made it!
With so many call centers switching to Work From Home setups, everyone's heads are spinning. Due to this new environment, you now face several challenges: Your processes and information are changing faster than ever. Your team is now spread out with no simple way to gather everyone together in the same room. Many of your agents are stressed about what is going on the world and fearful of what the economic impact will be on them and their families.
With so many teams suddenly going remote, this is a hard time for workers, trainers, IT professionals and management alike. Providing security and stability for remote workers in these uncertain times is easier said than done; for many teams, there will be new technology, strategic shifts and lots of questions in the coming weeks. So, how do you support and train your workforce as they transition to a virtual environment?
Because of the impact of Coronavirus (COVID-19), many K-12 schools, colleges and universities are going through a transition they’ve never experienced before: a fully virtual learning environment.
Customer satisfaction is a major goal for every business, and customer support is the foundation of that goal. But without adequate support, customer service can turn into a frustrating experience where your team is constantly putting out fires or wasting their time answering the same low-level questions. So what does it mean to have effective customer service? And where does a customer support manual come into the picture? At its simplest, a customer support manual is a set of resources provided to your customers to help them self-service basic support questions. It's built for an audience of customers, and its purpose is to decrease support requests by enabling customers to solve low-level support issues themselves.
The problem with documenting complex procedures and workflows Writing a simple "how-to" guide is easy. But, in reality, most businesses aren't dealing with "simple" procedures. Many procedures are complex, involving multiple steps, decisions that have to be made, sub-processes that need to be followed, and exceptions to the "normal" flow that need to be accounted for.
Call Center Managers often struggle with agent churn. Churn rates in the call center industry are extremely high, especially early on in the agent's time with the company. What many managers don't realize is that many of their agents "feel stupid". They are thrown into situations where they don't know the answers and are constantly having to either put the customer on hold while they talk to their co-worker, or pass the customer onto their manager.
THE biggest challenge that we see companies encounter is getting started creating content. We see two camps: The "Document Everything We Can Think of" crowd The "Create the Perfect Plan Before We Start" crowd They both run into trouble. The first group starts out really strong, but quickly gets burned out. The worst part is they spend a lot of time writing articles that no one ever uses.
In most consulting engagements that involve any form of change management the consulting team is required to deliver some sort of training material to the customer. This often takes the form of a "train the trainer" approach.