Doing handoffs right
Have we been here before?
Support vs Customer Success
Battle of the century!
Throwing up barriers to tech support
Don't annoy customers (more than you have to)
Customer satisfaction surveys and you
I sat, you sat, we all sat for CSAT
Choosing a ticketing system
Something something choose wisely
Is it time for a ticketing system yet?
No? How about ... now?
Streamlining ticket handling part 3: documentation
Will this be on the test?
Streamlining ticket handling part 2: screensharing
F it, we'll do it live
Streamlining ticket handling part 1: information gathering
Working smarter, not harder
Categorizing support issues
And as for the bucket, Pawtucket
A support team career progression
By popular(?) demand
SOS: my support team is drowning
Sometimes there are no good choices
Preventing burnout on support teams
Or at least mitigating it. I’m not a miracle worker!
Staffing levels and support coverage, part 3
What's a 7x math error among friends?
Staffing levels and support coverage, part 2
I didn't have time for a short post, so I made a long one
Staffing levels and support coverage, part 1
Really? Another part 1?
Calculating support load
Warning: math ahead. But you can skip it, I don't mind
Support coverage models
Can you minimize disappointment with minimal outlay?
Support Notes from the Beach
The sand really does get everywhere
Assumptions, coda
And a dryer update, not that you asked for it
