The complexity of the incident.

The location of the customer with the incident.

The availability of a workaround.

The customer urgency for resolution.

You and your team are judged on the quality of your documentation.

Management may read the documentation.

Using proper grammar and spelling improves your confidence.

Your team mates will laugh at you if your spelling is poor.

Documenting processes and procedures enforces workplace culture.

Documenting processes and procedures ensures consistent service.

Documenting processes and procedures keeps you occupied during down time.

Documenting processes and procedures prevents customers from asking for special treatment.

Reduced escalations.

Shorter talk times.

Customer frustration.

Improved customer satisfaction.

Talk time.

Calls abandoned before answered.

Agent availability.

Productivity.

The conversation with the customer is unfocused.

The customer asks multiple questions.

The customer changes their tone of voice.

The customer empathises with you.