Consider the value your most experienced, high-performing agents and field service technicians bring to your organization. They understand your product or service and know how to quickly address common customer issues and questions. They can turn sour customer interactions into positive ones, and are a great mentor for junior staff. They’re also your go-to for information when your knowledge management system isn’t organized in an effective way.
Now think about what you’ll lose and have to deal with if those individuals leave your company. Without their knowledge and expertise, you put customer satisfaction at risk. You also need time, money, and resources to recruit replacement talent. And even after you’ve hired new employees, it takes time to get them up to speed.
There’s a lot at stake for your business! Wouldn’t it be great if you could bottle employee expertise so you and others can always easily access it?
Read the full article on Salesforce.org blog.
Leave a Reply