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COVID-19

Desks across a world map connected to a shared knowledge library

Building a Remote-First Help Desk That Lasts

Leadership

Building a Remote-First Help Desk That Lasts Read More »

A support worker sorting a long queue of ticket cards into three trays

Service Levels During a Spike: What to Protect and What to Tell Customers

Customer Experience, SLA

Service Levels During a Spike: What to Protect and What to Tell Customers Read More »

A person at a laptop by a window at dusk with a shuttered theatre across the street

Searching for a Support Leadership Job When Live Entertainment Shut Down

Leadership

Searching for a Support Leadership Job When Live Entertainment Shut Down Read More »

Two support agents at a switchboard handling glowing escalation cards

Handling Client Escalations With Limited Resources

Operations

Handling Client Escalations With Limited Resources Read More »

Five video call tiles of colleagues each showing a hobby

Non-Work Activities That Actually Drive Team Engagement

Leadership

Non-Work Activities That Actually Drive Team Engagement Read More »

A manager at a home desk on a video call with a grid of team members

Managing Remote Support Staff: Output, Cadence and Trust

Leadership

Managing Remote Support Staff: Output, Cadence and Trust Read More »

A team leader on a video call extending a hand toward a screen of colleagues

Keeping a Team Motivated When Everyone Is Scared

Leadership

Keeping a Team Motivated When Everyone Is Scared Read More »

A lone worker at a lamp-lit desk in a dark, empty theatre

Reducing a Support Team by 60%: What I Did When Bookings Collapsed

Leadership

Reducing a Support Team by 60%: What I Did When Bookings Collapsed Read More »

Empty office desks with headsets while remote agents in home windows connect to a central switchboard

How to Move a Help Desk to Remote Work in a Week

Operations

How to Move a Help Desk to Remote Work in a Week Read More »

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