How To Take Control Of Your Support Backlog and Escalations

“I need more headcount!!!!”
– No

If you are a Customer Support or Service leader, you already know how constrained things are and how frustrating it is. 

One (almost) step forward, then another escalation comes in – or three more.

There is a way to get off the hamster wheel of reactionary management, but it is a three-step process. 

Here is the framework I have used and others have used with me to approve the “I need more people” request.