Service That Scales
Maintaining Quality as Customer Volume Grows
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Beschreibung
Service scales well when customers still feel understood even as more people and systems participate in the answer.
Growth exposes every weak point in customer service. More tickets, more channels, and more handoffs can quickly turn helpful support into delay and inconsistency. This book explains how to scale service without losing trust. It covers demand forecasting, staffing, workflows, knowledge bases, escalation, quality standards, automation, and feedback loops. Readers learn how to separate routine questions from high-value human support, measure what matters, and design clear ownership across the customer journey. The goal is a service operation that grows in capacity while preserving responsiveness and judgment.
Autor*in
Dahlia Ives
An archivist who uncovered trade secrets from dusty records, weaving self-help on adaptive thinking, business lessons from ancient commerce, and detailed histories of global trade evolutions.
Themen in »Service That Scales«
scale customer service support operations growth customer service quality help desk workflow design support automation strategy knowledge base management