Each agent's toolbox should have a customer interaction management system that contains the history of the customer's interactions with the company, and a wiki page that contains all kinds of information about the company, the company's policies and products, and is stored on the internet or intranet.
Literally true. But many customer care service team does not care about it. Thank you for the elaborating the great points it is really helpful for them.
thanks for taking out time for reading my article highly appreciated.