Introduction Being a new support manager or suddenly finding yourself responsible for the success of a support team is a little unnerving. There are plenty of resources online, but here is a summary of things I have learned while running…
Tag: KPIs
A Comprehensive Guide for Support Managers
Posted in Leadership, Manager, Success, Team Lead, Team Manager Tagged with: AI, Automation, Chatbots, CRM, Customer Support, Knowledge Base, KPIs, Support Teams, Ticketing Systems, Training
Balancing Onshore and Offshore Engineering Teams
Introduction In today’s globalized world, many companies leverage onshore and offshore engineering teams to optimize resources and maximize productivity. However, striking a balance between these teams and ensuring their success can be challenging. As a VP of Engineering, I’ve learned…
Posted in How To, Leadership, Manager, Success, Team, Team Lead Tagged with: Engineering, Innovation, KPIs, Offshore Teams, Onshore Teams, Productivity, Quality, Team Management
