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Forecasting For Support Coverage: Growing Is Never Linear!

Forecasting For Support Coverage: Growing Is Never Linear!

by Andrea Silas | Sep 26, 2019 | Articles, Leadership, Operations

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.

How We Gave Customers A Seat At The Table By Creating A Product Support Coordinator Role

How We Gave Customers A Seat At The Table By Creating A Product Support Coordinator Role

by Andrea Silas | Sep 3, 2019 | Articles, Featured, Operations

Andrea Silas, VP of Technical Support at DreamHost, shares how their support team bring customer perspective into company decision-making processes via a Product Support Coordinator role.

From worry lists to pipelines: 4 steps we used to scale Support Driven conferences

From worry lists to pipelines: 4 steps we used to scale Support Driven conferences

by Andrea Badgley | Aug 12, 2019 | Articles, Operations, Show Your Work

Photo of Atual Gawande’s Checklist Manifesto from Support Driven book club In the past 18 months since I joined Support Driven, we’ve moved from a dependency on one person’s expertise (hi Scott!) to scalable, documented processes for producing...

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