Organisation8 min read
Escalation in customer service: when, to whom, how fast
How to decide when a ticket moves on, who takes it and what must go with it, and what Swedish law requires when you say no to a consumer's claim.
Rickard CollanderBlog · 7 articles Organisation
The customer service organisation: roles, staffing, ways of working and how knowledge work becomes a job of its own. The articles here cover how the team is organised when AI takes part of the work, and what still needs a person.
Rickard CollanderOrganisation10 min read
Outsource the switchboard or remove the calls? Count first
Many outsource the switchboard because calls are too many. How to count the calls that never needed making, what the law requires and when to outsource.
Rickard CollanderOrganisation9 min read
Seasonal customer service staff: ready before Black Week
Black Friday falls on 27 November. How to train seasonal staff in two weeks: what they need on day one, which tickets to keep from them, what to measure.
Martin CarlssonOrganisation10 min read
Multilingual customer service without more staff
Customers expect answers in their own language. How to choose languages, build the knowledge base once, review translations and measure per language.
Martin CarlssonOrganisation9 min read
Customer service staffing: how to calculate the need
How to calculate customer service staffing per hour and channel: inflow, handling time, queue mathematics for phone and chat, email throughput, shrinkage.
Rickard CollanderOrganisation10 min read
The knowledge manager: the role AI makes necessary
When AI answers from the knowledge base, someone has to own it. What the knowledge manager does: tasks, time, who fits and how the effect is measured.
Rickard CollanderOrganisation10 min read
Outsource customer service or keep it in-house?
How to choose between in-house, outsourced and hybrid customer service: what you hand over, what it costs, how AI changes the maths and the contract.
Rickard Collander