Our agents have quite a few spreadsheets to fill out and reference to during calls, has anyone had any experience in improving this? We are about to embark on a process improvement exercise.
Also we are based over 2 locations, traditionally query logs have been used in excel to cover queries over the two locations, with agents logging at one end and product teams picking up at another - does anyone use something similiar?
Spreadsheets are quite widespread in this industry
It may be worth investing in some form of online tool to do these tasks. You could employ a freelancer to do this, or there may well be a hosted solution that can do it for you.
we used to do the same we then moved to access databases
with forms which any siter can use from outlook
we then moved to MSSql and web forms the best solution
Hi Kerrie,
The best solution, especially working in different locations, is to manage your data via the web. Setting up a database should not be that expensive, and it would help your workflow quite a bit.
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