Part 1: The Weekly Performance Loop: Turning QA Data into Agent Growth 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…
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…
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…
When putting together a standout technical support team, it’s tempting to zero in 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…
