- Jim Horning
Thinking about how to teach Call Center employees.
- Bus. Purpose,
- Who does What - LOBs lines of responsibility
- What's Your Job?
- Tools - you use to handle/ Triggers -> Send to Correct Resource.
- Customer Service
- Ethics / Golden Rule
- What's a PA, SPP, Sales Check Info, warranty, claim, case, escalation?
- Cause / Effect Classification - Category / Reason