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 →

Sometimes you just have to do the thing

There's a lot going on at work. At any job. And often some of the things that are going on are prime for automation. They are tasks that don't require powers of deduction, that don't require a human touch, and so we put them off. "Once we have a process for this thing ,we can … Continue reading Sometimes you just have to do the thing →

Moving from individual contributor to team lead: how do I measure success?

Moving into a new role is a time of both excitement and terror. Omg, so much is new 😀! Omg, so much is new 😫. One element I found challenging when moving into a lead role is that success is measured differently from how it was measured when I was an individual contributor. As an … Continue reading Moving from individual contributor to team lead: how do I measure success? →

Customer Support Skills Tree

A perennial topic in the customer support industry is "What does a career in support look like?" As support professionals, we want to see a path before us and want to know how to develop along that path, especially if our interest does not lie in managing people and climbing a leadership ladder. There are … Continue reading Customer Support Skills Tree →

On the Freshdesk blog: How WordPress.com handles over 2000 support requests each day

After reading recent posts about my daily and weekly routines as lead of a distributed support team at Automattic, Arun Sathiya reached out to ask me more about WordPress.com support for the Freshdesk blog's "Secret Sauce to Customer Support" series. I was happy to spend a Saturday afternoon chatting with him via Slack. On top … Continue reading On the Freshdesk blog: How WordPress.com handles over 2000 support requests each day →

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 →