While the number of completions in June, particularly the last few days of the month (see Spike in Program Completions as Compliance Period End Nears), was up, the number of customer service issues with which my team and I had to deal was down. I hesitate to even say anything (bring on the godsmack?) but am pleased that this is the case. I believe - based on my years of experience and just plain guesswork - that this is due to:
- Attorneys completing more online courses throughout the year gives them comfort and familiarity with the systems.
- Improved technology - we are continually updating and improving the user experience to make it more customer-centric and intuitive.
- The long holiday weekend delaying attorney requests.
I fear that the last is the real culprit, but we'll see as the week plays out.