Choosing the right knowledge base software for your company seems like a Herculean task. There are so many options available.
Remember when you were younger and it was easy to make decisions? Either you had limited knowledge of what options were available or you could ask your Magic 8 ball what the right choice was.
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.
Running a call center is not for the faint of heart. Day in and day out you answer calls from customers asking questions, complaining about issues, and wanting you to solve all of their problems.
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.
I have a terrible memory, which isn’t ideal for most life situations. So, I’ve gotten into the habit of setting reminders along my path so I don’t forget things.
Every business needs standard operating procedures (SOPs).