Earlier this week, I wrote about my daily routines as the lead of a distributed customer support team. While I do have rituals and routines in my daily work, as a lead I've found it is the weekly routines that empower me to be productive and make sure I follow through on expectations and commitments. … Continue reading Weekly routines of a Distributed Support Team Lead
Category: supportdriven
Daily Routines of a Distributed Support Team Lead
My name is Andrea Badgley, and I lead a distributed team of 12 Happiness Engineers (customer support professionals) at Automattic, the maker of WordPress.com, Jetpack, and WooCommerce. I am based in Virginia in the eastern US, and my 11 teammates are based in Canada, the US, Venezuela, Peru, Brazil, and wherever they happen to be … Continue reading Daily Routines of a Distributed Support Team Lead
Take Control! Techniques for Efficient Live Chatting
I gave a workshop this past weekend at SDX Portland on tips for controlling and ending chats. Here are the slides, handouts for the exercises, and the script 🙂 https://cloudup.com/cYIs_hUqUwt Take Control! Techniques for efficient live chatting Workshop printouts (pdf) Live chat is fast. That’s why it’s great for customers, and that's why it's a … Continue reading Take Control! Techniques for Efficient Live Chatting
SupConf: a conference organizer's dream come true
Photo credit Lance Conzett. Several months ago, Scott Tran of the Support Driven community asked me some questions about an internal mini-conference I had organized for Automattic's annual meetup. He was thinking about organizing a conference for support professionals, and he'd never organized a conference before. I was excited to share what I knew, as … Continue reading SupConf: a conference organizer's dream come true
Andrea Badgley 