Everyone in the contact centre would agree that wiki/ intranet is an exceptionally useful tool, but there are still boulders to trip over.
A call centre I visited recently had a lovely intranet wiki very easy to use until THEYYYY changed it! What followed was soul destroying to see, previously nicely ironed out brows became knitted, heart rendering sobs, desperate sighs and irritated customers asked to hold for a minute or 2,3,4 utter confusion, frustration, well complete chaos really.
The cause as always was simple; of course the business told the users they were changing the wiki and they even very generously gave them a quick 5 minutes off the phone to demonstrate the changes but what they failed to understand was that people learn at different speeds so some bright sparks got it, but those of us who take longer to learn or learn by use didn’t get it and had to struggle in front of the customer, how embarrassing and unnecessary. I will let you sum up the effect on the brand and reputation of that business!
