Support Is Not a Cost Center — But Pretending It Isn’t Gets You Defunded Business Planning, Leadership Support Is Not a Cost Center — But Pretending It Isn’t Gets You Defunded Read More »
Your Calendar Is the Problem, Not Your Employee Leadership Your Calendar Is the Problem, Not Your Employee Read More »
I Went for a Haircut. Got Into a Leadership Conversation Leadership I Went for a Haircut. Got Into a Leadership Conversation Read More »
Agentic AI in Your Contact Centre — A Practitioner’s Reality Check AI Agentic AI in Your Contact Centre — A Practitioner’s Reality Check Read More »
How to Land a CX or Support Leadership Role (From Someone Who’s Hired For Them) Leadership How to Land a CX or Support Leadership Role (From Someone Who’s Hired For Them) Read More »
How to Write an RFP for a Support Tool (That Actually Gets You the Right Answer) Customer Experience How to Write an RFP for a Support Tool (That Actually Gets You the Right Answer) Read More »
What 19 Years of Support Leadership Actually Taught Me Leadership What 19 Years of Support Leadership Actually Taught Me Read More »
The 80/20 Rule in Support Operations: A Practical Guide Customer Experience, Operations The 80/20 Rule in Support Operations: A Practical Guide Read More »
I Wrote About AI in the Contact Centre in 2018. Here’s What I Got Right — and What Surprised Me AI I Wrote About AI in the Contact Centre in 2018. Here’s What I Got Right — and What Surprised Me Read More »
