Choosing the right knowledge base software for your company seems like a Herculean task. There are so many options available.
When your call center agents are on the phone, they are pressed for time. They have someone on the other end of the line who expects them to have all the answers. And that puts a lot of pressure on your agents.
First call resolution is an important metric to track in your call center.
You were asked to create a procedure or a job aid. So, you go to the tool that you’re most familiar with: Word.
Recently, I went to a conference for bank trainers. As I talked to trainers and other bank leaders, everyone shared their two biggest annoyances:
When we talk with call centers that handle a lot of troubleshooting calls, they often have a common goal — to reduce call escalations.
Every business needs standard operating procedures (SOPs).
Being tasked with documenting the policies and procedures for your bank is like being selected for the Hunger Games — no one wants to do that.
If you're in a business that has compliance regulations, mistakes are not an option. Mistakes can lead to:
There’s no playing around when it comes to compliance at a bank. There are laws and regulations that your bank must follow or you’re out of the business. No pressure.