The speed at which agents can act

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Call it a knowledge base, a resource center, or an agent portal. Set your teams up for success by arming them with relevant, contextual information so they can deliver positive customer experiences.

This process documentation is never a once-and-done effort. It will evolve based on what your team learns through ongoing customer engagements.

In fact, Accenture found that 41% of CEOs believe one of their key challenges is an inability to respond quickly to changing market conditions and customer habits.

This is why it’s critical to base your process documentation on data that are dominican republic phone number list captured, analyzed, and updated in real-time. Processes should also be subject to regular evaluation using metrics like:


The ability to use the process consistently across regions
The ability to adapt processes based on new customer insights
Never feel like you have to figure all of this out on your own. Read on to review our comprehensive guidance on building the right framework for customer support.