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      How to Create a Powerhouse Customer Service Team

      Five simple steps required:

      1. Ensure sufficient capacity and capability
        1. The importance of slack
        2. Checklists
      2. Divide responsibilities
        1. Maintain a big front line
        2. Quarantine your experts
      3. Do ALL work in either ERP or CRM
        1. Confiscate notepads & post-it notes
        2. Log every case and every activity
      4. Get a global view of all work
        1. Aggregate cases from multiple systems
        2. Calculate actual lead times in net-work-hours
        3. Determine target case lead times
        4. Put your view of case performance on the wall
      5. Supervise your team
        1. Get a good supervisor
        2. Institutionalize daily, 20-minute, stand-up WIP meetings