Five steps to empowering your support team to make better decisions
As part of the Influx sponsorship of the #leadership channel in the Support Driven Slack, we wanted to find and share simple techniques to build better support teams. We’ve learned so much from the #leadership channel over the last two years, and we thought we could...
Want to Hire Agents Who Have Great Writing Skills? Ask These Interview Questions
So, you want to hire support agents who can communicate with your customers via email, chat, and social media. Who doesn’t? But this range of writing skills—and enthusiasm for writing to customers all day long—isn’t common. How can you discover whether the applicant...
Apply to speak at Support Driven Leadership Summit
Support Driven Leadership Summit was a success in 2018 — it sold out and had a waiting list we were not able to get through. This shows us that the Support Driven community values a Customer Support leadership conference. So we’re doing it again! The 2019...
Leadership Roundtable: How To Motivate Remote Employees
As part of the Influx sponsorship of the #leadership channel, we wanted to find and share simple techniques to build better support teams. We’ve learned so much from the #leadership channel over the last two years, and we thought we could contribute by pulling out...
Better, Faster, Stronger: Unlocking the Benefits of Agile Performance Management for Remote Teams
How do you measure the performance of remote employees? Many companies, moving from a traditional office model, still struggle with getting things right when it comes to ensuring that their remote employees stay productive without having someone looking over their shoulder. In this article we describe how by unlocking the benefits of Agile Performance Management, you can continuously measure and boost the performance of your team.