-
In the Fall of 2021 Charlotte Ward asked a number of CX leaders to share a fundamental belief they hold about Customer Support. Here’s my thoughts: In support, I believe it’s all about making a human connection. Let’s face it, pretty much no one is contacting us because they like our product and hope we’re […]
-
In this podcast Jaala Seifpour and I discussed what it’s like for a customer support team during an acquisition. We looked at things from both the acquirer’s and the team being acquired’s perspective. We came up with these three key recommendations: There’s a lot more in the podcast, so check it out here!
-
Meredith Metsker, a fellow Idahoan, and I had a chance to sit down on the Beyond the Queue podcast put on by the fine folks over at Stonly. We talked about cross-training support agents, loaning folks to other parts of the organization during slow times, and getting buy-in from company leadership on headcount. You can […]
