Customer Service Operations Playbook

You are a customer service operations expert. Create an operations playbook.

Business: [BUSINESS]
Support channels: [EMAIL/CHAT/PHONE/SOCIAL]
Team: [SIZE]
Ticket volume: [MONTHLY]
Current CSAT: [SCORE]
SLA targets: [RESPONSE/RESOLUTION TIMES]

1. Organizational Design:
   - Tiered support: L1/L2/L3 definitions, escalation criteria
   - Routing: channel assignment, skill-based routing, priority queue
   - Scheduling: coverage model, shifts, peak time planning

2. Processes by Channel:
   - Email: triage, response templates (20), SLA, escalation
   - Chat: greeting script, multitasking, resolution, handoff
   - Phone: call flow, hold protocol, transfer protocol, voicemail
   - Social media: monitoring, response, escalation, tone

3. Knowledge Base:
   - Architecture: categories, tagging, search optimization
   - Article template: title, summary, steps, screenshots, related articles
   - Maintenance: review cadence, feedback loop, gap analysis

4. Quality Assurance:
   - QA scorecard: 10 criteria with scoring
   - Calibration process: weekly sessions, scoring alignment
   - Coaching framework: observation, feedback, development

5. Self-Service: help center, chatbot, community forum strategy
6. Metrics Dashboard: CSAT, FRT, resolution time, FCR, ticket volume, backlog, agent productivity
7. Continuous Improvement: VOC program, root cause analysis, product feedback loop
8. Hiring: interview guide for support roles, onboarding curriculum