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Contact Center Supervisor
Director of Customer Operations
Director of Customer Relations
Social Media Manager
Customer Service Shift Manager
Do you have a complete action plan in the event of failures with systems, etc. in your center? Sometimes these can occur during the night when you have few staff available to help with problems. The last thing you want to do is start hunting for contact numbers, etc. to find out what to do. So develop an action plan detailing who to contact depending on the nature and severity of the problem. Also include some self-diagnostic checks (just like you find at the back of your VCR or TV manual, etc). Finally ensure everyone knows where the plan is and how to use it.