Taking Your Real-Time Skills to the Net

[Moderator]

In the last edition of Observations-on-Operations, we discussed the importance of the Internet on your call center career. The challenge to you, was to focus on understanding and knowing how the Internet will affect your call center.

This edition of Observations-on-Operations Interactive, looks at the question from the other perspective. How are your call center skills, in real-time operations, influencing the design and functionality of your corporate Internet presence?

We invite you to share your opinion and thoughts by responding below. Consider:

1. How you are influencing the company web site with the knowledge you have in serving the customer in real-time?
2. What can you share with the team responsible for your company website regarding serving the customer in real-time?
3. Do you think your call center skills apply to your customer's interaction with the company web site?

Share your thoughts on the topic above by clicking on "Post Reply" below. (You must create a user name and password before you can respond. Click on "register" to begin.)

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Observations-on-Operations Interactive is intended to promote meaningful dialog related to call center operations.

Moderator
CallCenterOps.com
"Resources for Real-Time Operations"

[pmorton]

I believe that the Website of any given program should mirror the information the csr has to give. In particular, the csr scripts should be extremely similar to the FAQ section of the website. If consistancy is had between both contact channels then the csr always has a reference to go to. The csr can then be best utilyzed to provide more indepth, situation specific help to the consumer who cannot get their solution from the available website information.
These two sources are entertwined, not as two sides of the same coin, rather siameze twins joined at the chest. Two personalities with a chared heart!