Class Summary
Class 2 focuses on customer service. More than anything else, the success of your transition hinges on your ability to build a robust customer service function. We'll talk about how to resource it, how to quickly acquire the necessary capabilities, how to manage it and, ultimately, how to ensure that your lead times on orders, quotes and issues are truly best-in-class.
Links and Resources
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Non YouTube link
If you can't use YouTube or if you need to download this class for offline access, use this link.
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Discuss this Class
If you'd like to discuss the content of this class with fellow travellers—or ask a question of Justin—here's the place to do it.
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Nsyteful Status Board
This is the web application that Ballistix clients use to publish their list of open cases to a monitor in the Customer Service area. You can find Nsyteful here.
Add and Subtract Working Hours
The Ballistix tech team has written web services to perform calculations involving working hours. These enable you to add or subtract dates and times, net of non-working hours (evenings, weekends and holidays). Please contact us if you're interested in accessing these web services.
Parse text-based time and date strings
The easiest way for CSR's to enter the start times of cases is to copy and paste the time-date strings from their email clients. The Ballistix tech team has written a web service that can convert these strings into machine-readable dates and times. Please contact us if you're interested in accessing this web service.