Stop Taking Notes for Your Team
Flip who takes meeting notes and watch accountability shift. Most managers own this wrong. Here’s why the employee should be writing, not you.
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Support Is Not a Cost Center — But Pretending It Isn’t Gets You Defunded
Support is a cost center—but denying it hurts your credibility. Learn how strong CX leaders position support as a cost lever executives trust
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Your Calendar Is the Problem, Not Your Employee
Most managers blame performance when the real issue is structure. If your employee doesn’t know their priorities today, that’s a calendar problem
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I Went for a Haircut. Got Into a Leadership Conversation
A chance conversation at my barber in Oakville turned into a real talk about managing people. Here’s how it started — and what I told him
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Agentic AI in Your Contact Centre — A Practitioner’s Reality Check
Every vendor has an agentic AI pitch. Most of them are selling the same future: AI agents resolving complex issues end-to-end, without human involvement, at a fraction of current cost. Some of that is coming. But not as fast as the demos suggest, and not without operational decisions the vendor content skips entirely.
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How to Land a CX or Support Leadership Role (From Someone Who’s Hired For Them)
I’ve reviewed hundreds of applications for support and CX leadership roles over the past 15 years. Most of them made the same mistakes. Not because the candidates weren’t qualified — many of them were — but because they were presenting themselves like generic managers instead of CX leaders. They were writing resumes and doing interviews
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How to Write an RFP for a Support Tool (That Actually Gets You the Right Answer)
I’ve been on both sides of a software RFP more times than I’d like to count. I’ve written them as a buyer — for ticketing systems, CRM platforms, workforce management tools, knowledge base software. I’ve sat through the demos, scored the responses, run the procurement process, and lived with the consequences. What I’ve learned is
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What 19 Years of Support Leadership Actually Taught Me
I started writing about customer experience in 2007. I was managing a helpdesk in London, working longer hours than I should have, and trying to make sense of what I was learning on the job. I wrote to think. I published because I figured if I was confused about something, someone else probably was too.
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I Wrote About AI in the Contact Centre in 2018. Here’s What I Got Right — and What Surprised Me
In 2018 I wrote about AI in the contact centre when it was still largely theoretical. Eight years on, I’ve implemented it at two companies, watched the predictions play out, and learned what the analysts got wrong. Here’s my honest retrospective — what I got right, what surprised me, and what it means for how you run a support organization today.