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Charlotte Ward and I got back together to talk about the Great Resignation and how to handle things when good people leave your team. Some key thoughts: As always, there’s a lot more content in the podcast; check it out here!
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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…
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This was my first appearance on the Support Heroes by Kaizo podcast. Host Sebastian van Eerten and I spent some time talking about my experience integrating support teams together after we had acquired them. In the process we talked about the extreme seasonality faced by a SaaS working in Edtech and how to help agents…
