Hello All,

As a CEE in the stl office, I am usually fast at learning new accounts and taking care of the older accounts and the 1st to speak up when there is an error in the script that could me it better for the other Experts when handling a call.  However I hope that i have an idea that might make the script writing easier and better for all of the Experts acorss the board.  generally as an Expert i come across the new accounts and i find flaws in the script where the questions that we are asking might be out of order from how the caller is giving us the answers to questions that are not in the script that might have been over looked.  My Idea is that whenever that is a script-writing session the writers should also include a few Experts to help with thinking outside of the box with the scripts as we all know that we will encounter those calls that will cause some of the Experts to fall out of the script in order to try to bring the caller back into focus with the script and when that happens sometimes we end up with issues of information that was given to the caller that might be incorrect or should not have been given out at all.

I think that Robert is on to something.  I would do something like that but instead, every account that is getting call errors, problems or complaints would be reviewed by the experts for suggestions on how to improve or facilitate the process.  Not only do we get the front line peoples input, but they get to study the account become familiar and as a big bonus feel that they are part of the process. Employees are critical.   Maybe we can have an e-mail sent out of the problem accounts.  The ones that caused someone to get a call error or work perfomance issues.   And have our apples review them, make suggestions, for example how would they phrase the wording of the instructions.