What employees should be kept in the loop about. What should they be told? What shouldn’t they be told?
There are a lot of answers to that question. It can depend on what group or department (engineering, customer service, etc.) the employee is in, what level they are at (frontline, executive, etc.), and what type of information it is.
This post is going to discuss mainly what customer service employees should be kept in the loop about.
Outages.
If there is an outage or similar downtime event, the customer service staff should be the second group that should be notified (engineering or whoever is in charge of fixing it should be notified first). Chances are, though, that they already know about the outage.
See full Article.
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