Has your firm just implemented a matter-centric document management system (DMS)? Frontline support can expect most questions to involve how to find content. It all starts with asking "What's the matter?"
What happens if someone on the frontline support team doesn’t know an answer or mistakenly gives the wrong answer? What if no one follows up with a customer about their issue? The entire IT team can be immediately discredited. Here are some tips to ensure your frontline support team is set up for success for your next big rollout.