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Your Report
During this activity you identified your problem, high level goal and the specific behaviour you are trying to change. You can see these below.
Problem:
The contact center handles calls in Cisco and emails in Outlook, making it difficult for the contact center to track and manage all activities and to stay ahead of demand. When a registrant doesn’t receive a timely response via email, they often call and/or send multiple follow-up emails creating bottlenecks in service that cause delays and impact service quality.
High Level Goal:
Increase agent adoption of the new CRM
Behaviour to change:
Reduce use of Outlook and use of personal email templates/notes
Below are each of the barrier cards you selected as part of this activity.
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