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Leadership

Customer support professional using AI tools with chatbot, analytics, and decision indicators for selecting what to buy, build, or skip in a support tech stack

AI in Your Support Stack: What to Buy, What to Build, and What to Skip in 2026

AI, Leadership

AI in Your Support Stack: What to Buy, What to Build, and What to Skip in 2026 Read More »

agent-to-team-lead-transition-support-visual

From Agent to Team Lead: What No One Tells You About Your First 90 Days

Leadership

From Agent to Team Lead: What No One Tells You About Your First 90 Days Read More »

Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

The Talk You’re Avoiding Is Getting Expensive

Leadership

The Talk You’re Avoiding Is Getting Expensive Read More »

Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

Four Problems. One Root Cause.

Leadership

Four Problems. One Root Cause. Read More »

Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

Stop Taking Notes for Your Team

Leadership

Stop Taking Notes for Your Team Read More »

Support as a business cost lever balancing operational risk and efficiency

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 »

Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

Your Calendar Is the Problem, Not Your Employee

Leadership

Your Calendar Is the Problem, Not Your Employee Read More »

Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

I Went for a Haircut. Got Into a Leadership Conversation

Leadership

I Went for a Haircut. Got Into a Leadership Conversation Read More »

Illustrated business scene showing a professional presentation with charts, resumes, and growth metrics under the headline “How to Land a CX or Support Leadership Role.”

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 »

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