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
Category: Operations
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
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
The informed “Yes!” Or, how to not automatically say yes to everything (a skill I’m still learning)
One thing I love about working with Support Driven is executing on ideas: developing processes, setting deadlines, documenting as much as I can along the way, and getting cool things done for the community. An equally exciting, and much more difficult part of the job is sorting through the bajillions of great ideas we want … Continue reading The informed “Yes!” Or, how to not automatically say yes to everything (a skill I’m still learning)
Starting from scratch with company culture: discovering core values
When I read the job description for the Director of Operations role at Support Driven, there were a couple of pieces that jumped out at me and made me think, I want this job: We don't focus on growing the number of users, we focus on growing the value of what we do for the … Continue reading Starting from scratch with company culture: discovering core values
Resources for Director of Operations or COO roles
In my first week of joining Support Driven full-time to head up operations, I sent feelers out to a couple of folks in COO and Director of Operations roles and asked, "What resources do you recommend for directing the operations of a small startup? Do you blog about your experience? I'm not finding a whole … Continue reading Resources for Director of Operations or COO roles
An Ops tool: The Worry List
I started a new job this week as Director of Operations for Support Driven 🎉. Two of the major components of my role are to manage the various projects the company is working on and to design the work of the organization: what we will do, who will do it, and by when. Last week, I … Continue reading An Ops tool: The Worry List
Andrea Badgley 