Please hold. There are 12 callers ahead of you. Your business is important to us. This scenario is still far too common in customer support, even in the B2B (business-to-business) industry where the average customer value is higher and business relationships matter more. Sometimes waiting on hold for a half hour may be because of understaffing. But, other times it’s simply due to an inefficient customer service team.

Many businesses are looking for new ways to improve and strengthen their own customer relationships. They’ve hired a great team of account managers, have incredibly knowledgeable support agents, and have provided them with the technology needed to succeed. However, even with a group full of all-stars, getting new employees up to that same level quickly can be a challenge as a company grows.

In the business world, knowledge is power. A team of bad ass, knowledgeable employees will impress even the most difficult customers. However, finding the right people to build a team like this isn’t easy and can take a lot of time. In many companies, knowledge is acquired through direct experience. A senior employee that has been working on a product for a long time will know it inside and out. But, as a result of everything they know, they can often feel overburdened or overworked.