The t3 (Train the Trainer) session will provide
plenty of time and practice dealing with daily routines of answering questions and
participating in chat sessions. This section is concerned with the maintenance of
the question area.
Click on Ask at any point, either from the QuestionPoint Home menu or from the black
top header bar to start.
The most important part of question maintenance is keep up with the messages. Deal
with individual messages immediately and completely.
Keep your queues to a minimum.
Close questions and delete them as soon as they are done.
Initial answering staff should be responsible for completely finishing questions.
There is no "batch" function built into the closing and deleting questions
routine. These operations must be executed individually. Create an answering staff
workflow that follows each question to its conclusion. At the same time monitor
the queues to keep them small.
Scripts help everyone answering questions.
Create good generic scripts for the entire staff to use. Individual log ons can
create additional individual scripts for their use.
