Seasonally impacted businesses experience unique challenges in resourcing business units at certain times of the year. Re-configuring teams and hiring new employees to bolster a team at busy times presents training challenges that can immediately impact customer support and satisfaction and, in the long run, impede operational efficiency.
It’s time for another product launch at one of the world’s largest telecommunications equipment manufacturers and it seems these happen almost daily. A product launch is an exciting time but it also comes with a host of challenges.
Users of manuals can take the time they need to find the right procedure. They can give the procedure their full attention and work through it at their own pace. Call-center agents, on the other hand, must juggle several tasks simultaneously. So, how do you write for call center agents?