Supporting your customer support staff with internal service design
https://clearleft.com/thinking/supporting-your-customer-support-staff-with-internal-service-design
Supporting your customer support staff with internal service design VIEWPOINT For most organisations, the dream of providing an entirely digital self-service for customers is often far from reality. With many services, there is still (and always will be) a need to blend digital self-service with real-time help from customer support staff.