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At the 2022 Support Driven Expo in Las Vegas, I had the pleasure of joining Brian Kale (form Novo), Jane Petricka (from Auctane) and Susana de Sousa (from Loom) on a panel moderated by Jorge Peñalva (from Lang.ai). We discussed the future of support operations and talked about how things have changed in the past…
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For Customer Service Week in 2021, Kaizo hosted a series of webinars and panels focused on CS-related topics. I joined Eugenia Chuprina from Reply.io and Rory O’Beirne from Tiquets for a conversation on supporting a team in a remote/hybrid work environment. Kaizo has a bunch of quality information and some notes and take-aways on the…
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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…
