See all 80+ tips on Unstuck
See all 80 tips on Unstuck
Reorganise your team, and ticket assignment, to increase domain knowledge
The more products your team serves, and the more technically complex they are, the harder it is for your agents to build domain expertise. This can result in slow or poor quality responses, or the need to escalate a significant proportion of tickets. By focusing agents on a smaller range of products at any given time, agents can quickly become experts on those products and provide better responses, faster.