Latest news & articles
This post describes a support engineer's pain points and KPIs that are useful for tracking performance.
This post discusses the role of a support lead and the common pain points and KPIs
This post discusses some of the new abilities that ChatGPT and other LLMs provide for support use-cases with some potential risks and how to leverage them.
This post discusses the problems with traditional support methods and the necessity of a new cross-functional approach embracing chat and AI.
This post covers some methods which can be used to help combat silos in your business.
Throughout my career I've experienced a lot of good and bad examples of how things should work. In this article, we talk about some of the disadvantages of silos and why they should be broken down.