Handling a flood of service requests in telecom. Can you prevent burnout and stay on top? (original) (raw)
Last updated on Aug 15, 2024
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The strategy I've found most helpful is prioritizing tasks and then time blocking to complete each task. I close my email and put headphones on to get into a deep work mode and then take short brain breaks between each task. I also like to make a list so I can get my dopamine rush from crossing each task off as I complete them.
Automate Routine Tasks: Use automation tools to handle repetitive tasks, freeing up your team to focus on more complex issues. Expand Support Channels: Utilize multiple support channels (chatbots, self-service portals) to distribute the load and provide quicker resolutions. Cross-Train Staff: Ensure team members are cross-trained to handle various types of requests, increasing flexibility and reducing bottlenecks. Implement Shift Overlaps: Schedule overlapping shifts to ensure continuous coverage and smooth handovers between teams.
Automatizar tarefas rotineiras. Crie um fluxograma de atendimento e mensagens prontas salvas. Uma excelente ferramenta para as redes sociais é o ManyChat. Crie um MAPA MENTAL para que os membros da equipe tenham treinamento cruzado e consigam lidar com vários tipos de solicitações. Implemente sobreposições de turnos. Exemplo: O expediente de atendimento acontece de 8 as 20horas, sendo assim, crie 3 turnos de equipe. EQUIPE 1: 07:30 ás 14:30 EQUIPE 2: 10:50 ás 17:50 EQUIPE 3: 12:50 ás 20horas * lembre-se de respeitar os intervalos e levar em consideração a rotina dos colaboradores, para melhor aproveitamento de cada turno e equipe.
Telecommunication Services
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