Training Manual Basics: Outline the Big Picture

Understanding the big picture is critical for building successful and high-performing teams. This means, that the customer support agents should be familiar with the company goals and philosophies. The agents will be able to see how their team mission relates to the company goals and hence contribute to achieving these goals in their day-to-day operations. For further …

Understanding your business through the eyes of your customers

Customer Support essentially means communicating directly with your customers about their personal needs. This can be a great opportunity to show them what your brand is all about. In order to properly do this, you need a good process in place. A strong process allows your customer team to know how to efficiently give the …

The basic skeleton for building an internal fraud prevention system

Building an internal system sounds daunting, I know. The specific details of building an internal system heavily depend on your company and the expertise you have at hand. In addition, the specific type of fraud should directs the approach. For this series, we focus on payment fraud in e-commerce. E-commerce payment fraud prevention follows a basic …