SD Leadership Summit 2020: Startup Edition: Speaker Applications Due Friday, December 20
2019 was another hallmark year for Support Driven Leadership Summit, and we can’t wait to do it again! We’re now accepting proposals to speak at the Support Driven Leadership Summit: Startup Edition in Portland, OR on April 1-2, 2020! Who is the intended audience...2019 Customer Support Salary Survey
Hey folks! 2020 is just around the corner, and you know what that means, right? The 2019 Salary Survey is here!
5 Reasons Why Support Teams Need More Negative Feedback
The people behind Klaus know that feedback is the most efficient way to grow professionally (they even built a tool for that!). Klaus is sponsoring the #quality channel in the Support Driven Slack and is here to tell you which kind of feedback your support agents...On-Boarding in a Distributed World – Best Practices and Perspective
When people hear “remote work” or “work from home” they almost always think that the person they’re talking to really just means sitting in front of the TV watching Buffy reruns with Slack open on their laptop on the coffee table. However, a recent study by IWG found...
Your Support Driven Leadership Summit Recap!
Thank you so much for helping to make Support Driven Leadership Summit 2019 such a success! Every speaker, volunteer, sponsor, and attendee plays a critical role in the success of the event. We’d like to extend a huge thanks to our sponsors: Automattic,...4 Ways to Celebrate Customer Service Week
Customer Service Week 2019 is upon us and we’ve been busy showing love for our front line team! This is a great time of year to acknowledge and thank the people in your company who care for your most valuable asset– your customers! Here are the four ways we celebrated...
SD Book Club – Effortless Experience (Chapters 5-6)
The Support Driven Book Club met for the 3rd time to discuss The Effortless Experience. In this week’s meeting we covered the fifth and sixth chapters. After chapters on initiatives to make experiences effortless, the fifth chapter looked inward. The chapter covered...
Forecasting For Support Coverage: Growing Is Never Linear!
Past, present, and future conditions can affect how you forecast your team’s growth. Andrea Silas, VP of Technical Support at DreamHost, shares variables to consider when forecasting, and which ones to begin with.
Grab Your Spot! Three Heads of Support Webinars Are Coming Up In October
We’re excited to launch a series of webinars to provide location-agnostic ways for support leaders to ask questions and be involved in deeper conversations on topics like remote leadership, hiring, and striking the right balance between answering customers in the queue, supporting your team, and engaging with the rest of your company.