• Introduction of customer service functions to an organization entering the direct-to-consumer market (ecommerce, catalog, multi-channel)
• Evaluation and optimization of existing retail, direct-to-consumer and ecommerce customer service organizations
• Subject matter expertise
  
  • Evaluation and audit
  • Costing and risk management
  • Sizing
  • Staffing
  • Operational procedure development
  • Documentation and training 
  • Outsourcing and outsource vendor selection 
  • Systems and technology
  • On-line chat and knowledgebase integration

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