I'm working on a project to improve the experience of customer service representatives, and I'm looking for some input on the topic of preparing for calls. Specifically, I'm interested in understanding how much time CSRs spend preparing for calls and whether they find this process frustrating or annoying.
If you have any thoughts or experiences you'd like to share on this topic, I'd love to hear from you. Any insights you can provide would be greatly appreciated. If you chime in and help, I'd be happy to hop on a call and show you what I'm working on (totally optional).
Thank you in advance for your help!