I have worked in the customer service field for many years. Things have changed so much since I had taken my first job doing this all those years ago. These days, the companies that I work for use an issue tracking system to monitor the calls that come in.
Before, I would have to look up all sorts of topics that customers would call in about. It would be quite the challenge to look through a book or a computer program to get answers to the questions. Now, I do not have to do that. The calls that are directed to me have been sorted out by the software in the computer and are only about the topics that I can answer.
I do have the option to look for help on the computer or in the guide book if I run into any problems solving a particular customer issue. It is so much easier for me to get through my day without becoming overstressed about what I am doing.
I remember way back when I worked at my first call center job, I would end my day with a lot of tension in my neck and shoulders. It would take me triple the time to resolve any issue as it does now. I know that I do not get yelled at by the customers like I used to and that makes things so much easier to deal with.
It only takes me minutes to resolve many of the issues that I am contacted about. The reason for this is simply because I can answer the questions without having to look anything up. Having the calls sorted and referred to the service agent that knows how to answer those questions makes things much better for both the employee and the person calling.