If I was Hired To Set up a New Call Center, What Would I do?
Description
Let's pretend that I was hired out by a new million-dollar startup that asked me to set up their customer service contact center that they want to run in-house.
How would I go about doing it, what would I prioritize, and what are the most important pieces to look at.
This is a great episode for all call center managers that maybe want to change something or improve an aspect of the center.
We discuss:
1) Choosing customer channels
2) What technology is a must, what is a want.
3) Education
4) KPI/Reporting
5) QA Setup for large and small centers.
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