Good call notes save the next agent from starting over

When I first worked in a contact center, I thought speed was everything. Keep the handle time down, close the case, move to the next call. After a few ugly callbacks, I changed my mind. A short, clear note helps more than a perfect script. What the customer already tried, what promise was made, what ticket number matters, and what still needs to happen. If that is missing, the next agent has to a…