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Leadership

A support team lead in a headset showing two agents an AI assistant drafting a reply on a shared monitor

Your Team Won’t Use AI Until You Do: What Support Managers Have to Model

AI, Leadership

Your Team Won’t Use AI Until You Do: What Support Managers Have to Model Read More »

A support agent with a headset reaching through a glowing doorway toward a customer holding a phone

Don’t Let Your Support AI Become a Wall: Keep a Way Out to a Human

Leadership

Don’t Let Your Support AI Become a Wall: Keep a Way Out to a Human Read More »

An illustrative infographic depicting "Support Operations Burnout." A exhausted female support agent sits slumped at a chaotic desk, overwhelmed by a huge tidal wave of incoming support tickets, email, chat, and phone icons (#12345, @). Multiple monitors display high stress indicators: "SLA BREACHED," "ASAP," "Queue Size: 250+," and "CSAT: DROPPING." The overall atmosphere is stressful, showing the crushing nature of customer service work

Burnout in Support Operations: Why It’s Almost Always a Structural Problem, Not a Personal One

Leadership

Burnout in Support Operations: Why It’s Almost Always a Structural Problem, Not a Personal One Read More »

the feedback conversation you're avoiding

The Feedback Conversation You’re Avoiding (And How to Have It)

Leadership

The Feedback Conversation You’re Avoiding (And How to Have It) Read More »

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 »

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