Writing repeated memos to customer service / contact center agents every time a business process changes can be stressful. Did they read the email in time? Did you state everything clearly so the process is followed correctly? Where did that one email go again?
These are common problems when you can't change the process your contact center agents follow dynamically, in one spot, for every employee.
Think of it this way: If your organization is going to experience a large amount of call volume for one particular reason or another, a way to efficiently distribute information about the incoming calls can be very useful to reduce call and queue times, increase first call resolution, and vastly improve customer satisfaction from not having your agents fumbling.
One should always want representatives to have the most up to date information... Anything less would not be suitable for the customers. With some (unfortunately typical) contact centers though, the agents will receive an email informing them of the change in process whether they are working or not. I hope they have trained their agents very well to always read their email before taking the first call of the day.
Then again think about the labor costs of every staff member spending time "reading email" about process changes every time they show up to work as opposed to having agents using a guided process that can be changed on the fly so that the next time they show up to work or even while they are taking calls, new information will be presented if you need it to be.
From a staff member's standpoint, a job might suddenly be a lot less stressful if information was presented to them as they needed it, rather than having to be held accountable for the 50 emails sent this quarter about one process or another all while trying to talk an antsy customer through "the most difficult problem ever."
You should let your customer care agents spend their time actually caring for customers, rather than trying to keep track of the new processes you decided to define this week.
