Support Customer Support: Building Effective Teams

Podcast: Call Center Outsourcing Podcast · Focus Services, LLC - BenJoe Markland

Opublikowano: 2026-09-03

Support Customer Support: Building Effective Teams — a concise primer on how organizations can support customer support through practical infrastructure, training, technology and culture. Based on the article at https://www.focusservices.com/support-customer-support/, this episode walks through foundations like unified CRM and omnichannel communication systems, accessibility aligned with W3C Web Content Accessibility Guidelines 3.0, structured onboarding and continuous education (Zendesk benchmark), multi-dimensional quality assurance, AI-powered agent assistance, predictive capacity planning, agent-centric scheduling, and security and compliance such as GDPR, CCPA and PCI-DSS. Chapters: Opening; Foundations & Core Infrastructure; Accessibility and Inclusive Design; Training, Onboarding and Continuous Education; Quality Assurance and Coaching; Te...