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Beyond the Annual Review: The Coaching Cadence
The annual review is a part of just about every company. But how useful are they really? Ultimately, the annual review is a post-mortem, not a roadmap. When you don’t frequently communicate with your employees, burnout and turnover increase. Feedback should be frequent, and every employee should have a clear idea of their role…
Beyond the Annual Review: Stop Guesswork, Start Alignment
Coaching is awesome for helping people one-on-one. But if everyone’s working off different info or just guessing what’s actually happening, it all falls apart. Here’s the thing about the Annual Review: it tells you what went wrong, but only after a whole year has passed. By then, it’s way too late to fix anything. If…
Beyond the Bot: How To Build High-Value Support Teams Where AI is a Partner, Not a Replacement
AI is transforming the future of support—especially in technical and customer-facing roles. Traditional support models are linear (more customers = more agents = higher cost) and hit a wall when complex issues pile up. Using AI can help mitigate the need to hire more agents. However, it’s important to remember that AI is a tool…
Beyond the Annual Review: The Retention Ladder
When I interview candidates for my support teams, I always ask about their career goals. Support is often a launchpad into the tech world, and it can be tough to know that some team members will eventually move on. Still, I believe it’s best to help them grow and keep them within the company. …
The Stupidest Hiring Rule Right Now: Banning AI in Applications
I was laid off a couple of months ago, which means I’ve been spending all my time focusing on finding a new job, including a lot of time writing, rewriting, and refining my resume. As part of this process, I utilize AI, such as grammar checkers and writing suggestions, to enhance clarity and provide a…
Why You Should Hire Bartenders for Technical Support
When putting together an excellent technical support team, it’s tempting to focus on candidates’ technical abilities. While those skills are crucial, there’s so much more to consider. Beyond technical expertise, you want team members who can truly connect with customers, simplify complex ideas into digestible chunks, and genuinely care about what clients need. Imagine having…
