Team management

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Onboarding a business process outsourcer? Follow the four “Ts” Article

Onboarding a business process outsourcer? Follow the four “Ts”

Let’s say you need more customer support reps.

6 keys to ticket escalation Article

6 keys to ticket escalation

Not all tickets were created equally.

Three things to keep in mind when recruiting customer service agents Article

Three things to keep in mind when recruiting customer service agents

Finding the right customer service agents is a difficult task.

Growth requires change Article

Growth requires change

Company growth yields many opportunities and challenges.

What to consider before you offer global support training Article

What to consider before you offer global support training

As companies expand their support operations to provide customer service from multiple regions, they are faced with the challenge of maintaining consistent support from each of those regions

Stairway to success: How to grow in your support role Article

Stairway to success: How to grow in your support role

Esperanza “Zsa” Trias has leadership in her blood; after all, her great-grandfather, Mariano Trias, was the first de facto vice president of the Philippines.

Skills-based routing: Route your way to success Article

Skills-based routing: Route your way to success

Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing

De-stress the change management process Article

De-stress the change management process

Change management might be needed for all sorts of reasons, such as an implementation of a new technology, transition to a new strategy, or an organizational change

Be the type of tech support team you want to interact with Article

Be the type of tech support team you want to interact with

When code breaks down inside a product, the result is a telephone ringing or the quiet ping of a new email notification at that company’s support center.

All about average handle time Article

All about average handle time

A customer’s time is precious, and so is yours. Average handle time can help companies gauge the strength of their call center and phone support.

24/7 Support without 24/7 staff Article

24/7 Support without 24/7 staff

Providing support around the clock can be very difficult.

The four C’s of cherry-picking Article

The four C’s of cherry-picking

Learn the causes and solutions Cherry-picking has a negative connotation.

Knowledge management cultivates high-performing teams Article

Knowledge management cultivates high-performing teams

The first prospective customer I spoke to after starting at Lessonly was a call center leader.

Time to build a support operations team Article

Time to build a support operations team

What’s the key to delivering exceptional customer service during rapid change and company growth?

Happier agents go with the flow Article

Happier agents go with the flow

We all know how great it feels to be in the zone.

How to set up support tiers Article

How to set up support tiers

If your company is growing, your organizational structure is probably getting more complicated.

Are your customer service representatives happy? Article

Are your customer service representatives happy?

It's not always easy to tell if customer service representatives are happy or not - but you can figure it out with Agent Satisfaction (ASAT) surveys and by measuring agent performance

8 support manager skills to develop Article

8 support manager skills to develop

Organizations and management structures are always changing.

Growth requires change Article

Growth requires change

Learn to read the signs and scale for it early Company growth yields many opportunities and challenges.

Vacation-ing the premises Article

Vacation-ing the premises

We see ourselves as customer driven, dedicated, and hard-working.