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…