How does my margin compare with industry standards?
Thank you to long-time reader Ram Ramadas for inspiring this topic. “How does my margin compare with industry standards?” is a very popular question I
Blog: Technical Support
Measuring the Effectiveness of Digital Support
Many thanks to James Ayscue for inspiring this topic. We all know that support websites are important. But how do we know that they actually
New Webinar: Doing More With Less
Please join me next week to talk about how to do more with less in tough times. Think of tough times as an opportunity to
Take a breath: revise your business continuity plan
Here’s the fifth installment in the Take a Breath series, in which we explore ways to transform the current work challenges into positive strategic improvements. Now
Webinar Recording Available: 3 Tips for Working with Remote Teams
You can watch the recording of 3 Tips for Working with Remote Teams on YouTube. Click here.
Webinar Recording Available: 5 Tips for Collaboration in Support Teams
You can watch the recording of 5 Tips for Collaboration in Support Teams on YouTube. Click here
Quality Programs
Many thanks to Amanjhit Sandhu for suggesting this topic. One day, we will have AI tools that can weigh case quality, but it may take
Cross-Post Alert: Build a Stronger Team
The Association for Support Professionals republished a post I wrote on how we can take advantage of the work-from-home situation to build stronger teams. You
Take a breath: think big
Here’s the fourth installment in the Take a Breath series, in which we explore ways to transform the current work challenges into positive strategic improvements. We
Take a breath: use idle time
Here’s the third installment in the Take a Breath series, in which we explore ways to transform the current work challenges into positive strategic improvements. Some