Deleting eMails is NOT best practice
 Apparently, Pierce County Information Services Department think deleting eMail is a "best practice." How do we know? Because Darwin Taylor, "Help Desk Analyst/Consultant" says so. In a piece on Call Center World that asks for examples of "best practice", Mr Taylor states:
4. Mark or delete email that has been handled. That way, no one will think it has been ignored."
- Darwin Taylor, Help Desk Analyst/Consultant, Pierce County Information Services Department, United States Excuse me?
Delete eMail that has come into the contact centre so people know it has been dealt with? I sincerely hope he has a full back up of those eMails in his CRM platform.
Why? Because eMail is part of the system of record, evidence of the chain of interactions that you have had with a customer. If you start deleting these you are exposing yourself to serious regulatory and civil risk. When you turn up at court without the critical eMail that the customer has in their hand instructing you to do x, y or z you are going to look very foolish.
Don't delete eMails. Archive them by all means, but every single one is evidence of communication that may later become vital to your organisation.
Previously on this blog...
the global leader in Contact Center Consolidation 2.0
2.0 has become a meaningless addition to already poor tag lines.
A dozen beautiful images of Saturn
Wired presents a dozen of the best images from the Cassini mission
Setting up shop in a new country: beyond the website
Building a website for multiple languages is not just about translation. It is a critical business decision that has to be taken carefully.
Why call centre staff deserve your respect
If call centre staff set the first impression for your business, why do we treat them so badly?
Becoming a Specialist? A hard decision to make ...
Specialising requires hard strategic decisions to be made about your business.
When good people move on
Losing a member of staff to another company is not necessarily a bad thing
The quest for quality in Agile Software Development
Why quality assurance remains a central part of project management, regardless of the use of Agile methods
© 2010 Ross Hall. All Rights Reserved.
If you wish to use any of the content from this site please contact me.
All contents provided for information purposes only.
|
|
About Ross Hall