Post by This was an exciting on Aug 19, 2024 22:01:02 GMT -8
This was an exciting development, as our platform became more popular, and people were finding valuable answers to their queries without asking in the group chat and then keeping the customer on hold for a response. Continuous Improvement: Staying Up-to-Date With Administration and Content Updates To ensure the effectiveness of our KMS, we are continually enhancing its features by integrating various applications and micro-learnings.
For instance, we have developed a PowerApp that https://lastdatabase.com/ provides agents with the call script to accept payments, detailed information on the accepted payment methods, and step-by-step instructions to process payments in our system. Doing so provides agents with the necessary information when they need it the most. As Monday mornings began and agents started their staggered shifts, a pile of messages about system issues like the inability to log into the phone system or virtual private network (VPN) issues would quickly accumulate.
With the leadership team already knee-deep in meetings and payroll approval, this created a considerable challenge. To make things easier, we created a page with the most common system issues, troubleshooting steps, and help desk numbers in case the problem persists. We also created a ticket system for non-urgent matters such as headset ear cushion falling off or a monitor not working.