In an effort to provide better support to call center technicians, a call mentor will be on-shift throughout the day. The call mentor’s main purpose is to assist call center technicians in finding the right information. The other goal is to reduce interruptions for other staff as they work on accounts, recommendations, or escalations.
When you are taking calls, please ask the scheduled call mentor for help first.
The call mentor schedule will be posted on the whiteboard and in the “Community Network” calendar in Exchange.
For more information about call mentoring see the ITKnows article.