Beyond Chatbots: Augment Your Support Operations With AI

Badgley Beyond Chatbots CCE24 Orlando ICMIDownload Thank you to the attendees at ICMI for great conversations at this talk! I presented this on October 24 at the ICMI Contact Center Expo 2024 in Orlando, Florida. Introduction Whether you’re a head of support trying to figure out how to cut costs and gain efficiency, or a … Continue reading Beyond Chatbots: Augment Your Support Operations With AI →

Freelancers: The secret sauce to scalable support operations

Presented at Support Driven Expo, Las Vegas, Nevada. October 19, 2022. Freelancers- The Secret Sauce to Scalable Support OperationsDownload Working with freelancers is a hands-on approach to outsourcing that offers you agency, flexibility, and the potential to make great hires from a pool of folks who have on-the-job-training at your company. Outsourcing adds elasticity to … Continue reading Freelancers: The secret sauce to scalable support operations →

Forging a career path… through blogging

Andrea Badgley's avatarButterfly Mind

As a writer and a power user of WordPress.com, landing a job with Automattic and supporting the WordPress.com blogging software was a dream come true. In addition to helping users learn how to publish their content on their own personal sites, I also got to spend my days writing. At the end of my 3.5-year tenure I had written more than 635,000 words on Automattic’s internal blogs.

As a customer support agent, I wrote internal documents on how to lean into customer frustration, reminded ourselves to under-promise and over-deliver, and recommended we say “Thank You” more than we say “I’m sorry.” As a team lead I wrote about how I approached performance reviews with my team, shared leadback survey methods and results, and wrote about how to advocate for team members through goal setting.

I wrote and wrote and wrote. All of it within our internal, private blogs.

One day…

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From worry lists to pipelines: 4 steps we used to design processes so we can scale

In the past 18 months since I joined Support Driven, we've moved from a dependency on one person's expertise to scalable, documented processes for producing Support Driven conferences. When I signed on in an operations role, we didn't have a plan laid out for operationalizing the conferences. Like so many things, we made it up … Continue reading From worry lists to pipelines: 4 steps we used to design processes so we can scale →