Support Collaboration Blog Post
TSIA published a blog post about support collaboration featuring Marlene Summers of Salesforce and me. You can read it here.
Category: Technical Support
AI Chatbots: A Use Case & Lessons
This post was co-written with John Ragsdale and summarizes discussions from the Service Leaders Roundtable with Phil. In our last post, we promised we would share use cases for using AI in support. This is our first one: chatbots. What’s …
10 Keys for Effective Mentoring
Many thanks to Bjorn Wagner for suggesting this topic. Mentoring is a wonderful way to prepare team members for new, expanded roles demonstrate your commitment to team members (even those who don’t participate) and, for the mentors, to give back …
Public Workshops for Support Engineers and Support Leaders
Over the next few months, I will be presenting a series of workshops for support engineers and support leaders sponsored by ASP. It’s a great opportunity to learn in a group setting for a modest investment. For Support Engineers …
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4 Times When Customer Journeys Don’t Work–and How to Fix It
I’m a great fan of creating customer journeys to guide and inspire the delivery of great customer experiences–but there are times when they don’t help . They only consider pre-sales I’ve seen a number of journeys that halt abruptly when …
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Recruiting in a Tough Market
I receive daily requests from clients and past clients who say they just cannot find anyone they like. I try to help–but here are 9 strategies you can embrace today. Advertising Go for MVPs–the minimum-viable kind. I see many …
3 Things to Do Now to Make 2022 a Success
We only got a few weeks, so I’ll keep it simple: Identify your low performers and ignore them. Remember that your low performers could be amongst your highest-skilled, highest-paid team members. Now that you know who they are, lavish your …
An Ecosystem for Backlog Management
If you think that backlog management is only about (1) measuring the backlog and (2) encouraging the team to work faster, you are likely finding that it’s not quite enough. Instead, I encourage you to place backlog management in …
Thinking about backlog management?
(You should be thinking about backlog management every day!) Join me for a webinar on Tuesday 11/16 at10 am Pacific. You can sign up here
What we can Learn from Bus Drivers about De-Escalating Crises
I’m a fan of learning from fields outside support, including road maintenance and my perennial favorite, healthcare, so I was intrigued when I heard a wise bus driver describe how he handles difficult passengers–and found plenty for us to use …
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