How to Run an Good Staff Meeting (without wasting everyone’s time)
😥 😳 How We Screwed Up and Fixed Support in 2000, and Why We Need To Do It Again in 2024 💣 https://youtu.be/ZWkxT6H-9BgI'm not against AI, far from it. But…
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How to Run an Good Staff Meeting (without wasting everyone’s time)
How to Run A Good Staff Meeting (without wasting everyone's time) https://youtu.be/OnusvnstzPEDo you or your team spend countless hours preparing for weekly staff meetings? Does taking notes feel like a…
5 Life Lessons I Learned Working and Leading Customer Service Organizations
5 Lessons I Learned Leading Customer Service Organizations https://youtu.be/jEufAdN2rzEFeeling like a punching bag?Struggling to stay positive at work?Is customer service a dead-end job?New to customer service and freaking out?This video…
Customer Escalations? Breakthrough Your Backlog!
Customer Escalations? Breakthrough Your Backlog! https://youtu.be/PhnOQuz2SWYTHE PRO TIP for Customer Escalationsand Customer Backlog Management.And... It has a name.YES. It really is just that easy.PS - To my fellow Support &…
Customer Escalations – A Management “Active Listening” Hack
Customer Escalations - A Management "Active Listening" Hack https://youtu.be/qywHKGV_xf4Less is more! When it comes to managing and leading Customer Escalations, there can be a delicate balance between not knowing enough…
Support -> Customer Satisfaction Hack
Customer Support CSAT Hack https://youtu.be/oRI3TaSk6FYYou've heard of "The Peak-End Rule"But do you apply it?This is a positively impactful trick/add to the back of Support's Case Resolution Process. PS - Sometimes, staff…
How To Take Control Of Your Support Backlog and Escalations
How To Take Control Of Your Support Backlog and Escalations https://youtu.be/BFkJdzxazrQ"I need more headcount!!!!"- No If you are a Customer Support or Service leader, you already know how constrained things…
2023 Customer Satisfaction S***ed
2023 Customer Satisfaction S***ed - AI Chatbots Didn't Help... https://youtu.be/pPX6Kwf_dqIIf you say something enough,it makes it true - right?There were many interesting findings inthe renowned '24 CSAT Index Report.From.Real.Customers.Good news…
Time Management
The Impact of Poor Time Management https://youtu.be/ijjlnbkZ9i0It's easier said than done. But perhaps the most important to get right? Time ManagementOtherwise, what is the point? There's no silver bullet except to just…
Measures of Success
Measures of Success https://youtu.be/WJxFtvcmb9cDo your processes have this one simple element?Success Criteria
