Featured | Support Driven

What Support Leaders Wish They Had Known When They Transitioned To Leadership Roles

by Nicole Garman | Aug 13, 2019 | Featured, Leadership

This article was produced in collaboration with Influx as part of our supported channels program. We appreciate their support as it helps us invest in content for the greater Support Driven community. Want to be part of the discussion? Join us in the #leadership...

6 Things to Consider when Considering Outsourcing

by Mercer Smith-Looper | Aug 8, 2019 | Articles, Featured, Outsourcing

There are six very important things to consider when thinking about using an outsourcing provider.

Volunteer for Support Driven Leadership Summit!

by Elsbeth Flanders | Jul 31, 2019 | Events, Featured, Leadership Summit 2019

We’re getting ready for the 2019 Support Driven Leadership Summit and we would love to have your help at the event! Volunteers will have the chance to contribute to and participate in the Leadership Summit: meet attendees and speakers, provide support for the...

How many factors should you rate when conducting quality assurance? Here are 3 big ones

by Valentina Thörner | Jul 23, 2019 | Articles, Data & Metrics, Featured, Quality

On our quest to help companies increase the quality of their customer service, Klaus is sponsoring the #quality channel in the Support Driven Slack. Here’s our insight into a popular topic discussed in the community: how many factors should we rate when assessing...

Getting Our Stories Straight: How to Deliver Consistent Communication in an Omnichannel World

by Leslie O'Flahavan | Jul 11, 2019 | Articles, Essentials of Support, Featured

Leslie presented this as a workshop at SD Expo Americas. Thank you, Leslie! — Andrea B. You know that scene in the heist movie? The one that comes right after the criminals rob the bank but right before the cops bust in? When the ringleader says, “We’ve got to...

Don’t Let Imposter Syndrome Hold You Back

by Kristen Zuck | Jul 2, 2019 | Articles, Featured

Building a career in support can be a daunting endeavor. Many companies don’t have a clear career path for their support teams and the industry is changing and growing constantly. So it’s easy to find yourself asking where do I even begin, when it comes to finding...

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The Support Driven Community newsletter goes out every Saturday to customer support pros just like you! Subscribe for curated content: conference updates, selected posts from the SD blog, links to lively conversations from our Slack chat, and customer-related articles we’re reading.