I’ve had an innovation update within my contact centre around briefing and governance. I’m a manager within a contact centre of around 66FTE but this will be growing to 130FTE next year.
As you’ve stated, briefings are communicated via email and can get lost amongst various emails across the business and therefore not embedded. As a result a briefing document is created and all CSA’s will have to sign and date to ensure that they have understood the message, impacting SLA, depending on the urgency.
My idea – I’m currently in the process of talking with business change to look at the possibility of a “briefing hub”. This would be a separate piece of software that all CSA’s, Team leaders, all support functions have access to. From this point, there are potentially a number of advantages.
A) You can set urgency categories – ie Urgent – needs to be read right away. Important – when we have availability. FYI – When convenient (Social updates etc). This supporting SLA
B) Consistency across all business areas and more importantly consistent messages delivered to the customers
C)You can create a regulated sign off process i.e – Senior management have to sign off an Urgent update, this mitigating conflicting messages.
D) Saves huge time when updating Part time staff, maternity returners.
E)Updating existing briefs becomes effortless and easy to digest for the CSA
F)Small tick box on each brief, as a result Team leaders can have access as an administrator and can monitor those who have read and understood.
I would like to know if there is anything in place like this at the moment? How its working?If not, i would appreciate your thoughts…..is it a viable option? cost effective? please be honest as I’m looking to solve this problem in our business area. Thank you!! 🙂