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.
How to calculate customer service staffing per hour and channel: inflow, handling time, queue mathematics for phone and chat, throughput for email and shrinkage.
Rickard CollanderWhen AI answers from the knowledge base, someone has to own it. What the knowledge manager role looks like: tasks, time, who fits and how the effect is measured.
Rickard CollanderHow to choose between in-house, outsourced and hybrid customer service: what you hand over, what it costs, how AI changes the maths and what the contract must say.
Rickard Collander