Originally Posted by
UK Stages
regarding contact center notes... agents are generally taught "NIR"... name, issue, resolution.
brevity is key. high level of detail is discouraged. supervisors and other agents don't have time to read lengthy notes and workforce management doesn't want handle time affected by ACW (after call work) during which agents write lengthy notes. most of what agents write in the notes field is CYA stuff that they think is necessary to justify their actions in case of an escalation, but - most times - is completely unnecessary. in case of an escalation, all management has to do do is pull up the call and listen to it. and most transactions and changes are automatically tracked within their CRM systems and agents can see prior actions on the customer's account/flights without reading notes.
exceptions apply, of course, but most notes are unnecessary.
That's definitively not how it worked in the travel call center I used to work. Agents were encouraged to notate relevant information in detail. Having that detail meant that the guest wouldn't have to essentially "start over" if she or he called back to discuss the issue. And having details about how an agent understood the situation was incredibly useful in terms of professional development. As part of a performance appraisal, a manager could review the agent's notes to see if there were any patterns that needed prasing or fixing.