Clean Up These 4 Items in CX Before Q4
Time to start wrapping up 2023 initiatives and prepare for online retail's Super Bowl. Here's a few small things you can clean up in your CX department for smoother operations when volume hits.
Blurry Workflows - Put down on paper or make edits to existing SOPs the tasks your hometown agents know by heart but your temp staff will not. Remove access to training materials that are no longer relevant so you’re not having conversations that sound like, “Oh, not THAT cancellation process, THIS cancellation process.”
Template Wording - Review your macros, including attachments and links, before significantly increasing their usage. Deactivate any unused templates to reduce risk of misuse and simplify work for agents.
Slack Channel Etiquette - Improve clarity in communication during a noisy season by defining what should be shared where, and start holding your team to it now.
“Spilled Milk” Issues - What other small problems is your team just stepping over everyday that would just take a quick wipe to fix?
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