This year, we ran a workshop at CCW's digital conference. It was about writing help guides that make agents proficient in less time.
In this workshop recording, you'll learn the 4-part framework we follow when we review call center guides, protocols, and call flows:
We discuss each phase in great detail, going through examples and exercises so that you have a clear understanding of how to improve your guides so that your reps can can use them to handle calls proficiently.
After this workshop, you'll be able to review your existing guides and determine what's missing and how to make improvements to them.
If you are noticing that your reps aren't using your guides, or that your guides aren't helping your reps handle calls proficiently, but you haven't been able to articulate why, this workshop will show you. You'll learn the exact framework we use when we evaluate our client's guides and begin to make improvements.
If your guides are formatted correctly, then your reps:
In other words, your metrics will improve dramatically. Handle/hold time goes down, time to proficiency goes down, quality scores go up, and the volume of calls that your reps can handle increases.
You'll also be able improve your training curriculum – something that is critical right now as reps are working remotely and you can't get them all into a training room to explain updated procedures. Your reps will be able to implement changes to internal processes much faster.
The original workshop was about 90 minutes. We edited out the parts where we did breakout rooms etc. so that it's now just over 70 minutes.