Cognitive load is the total amount of mental effort being used in the working memory. In support, high cognitive load leads to errors and burnout.
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How can Ops teams reduce agent cognitive load?
By improving knowledge documentation, simplifying the UI of the helpdesk, and automating repetitive data entry. If an agent has to switch between 5 tabs to find a customer's billing ID, their cognitive load is unnecessarily high.
Knowledge Challenge
Mastered Managing Cognitive Load in Support? Now try to guess the related 6-letter word!
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