Agent resources for efficient case notes

[Charles Alvear]

Hello all,

I'm wondering if any of you could point me in the direction of some resource materials out there that I could provide my agents to help them improve their case notes. I'm not necessarily talking about typing grammatically correct notes, but tip and techniques for writing efficient yet clear notes while they are assisting a customer during a call.

We have established a team goal to improve our abandon rates and one area the team identified as an area of improvement is with their case notes. The logic being that if they can practice writing notes during the call, they won't spend near as much time in wrap-up mode and can field the next waiting call more quickly.

I'm sure I can write something on my own, but surely there are already some docs out there that I can leverage. I tried google search (as well as searching this forum) and could not find suitable material.

Thanks!