Masters of Support: 14 years as a technical support manager скачать в хорошем качестве

Masters of Support: 14 years as a technical support manager

Masters of Support: 14 years as a technical support manager This interview is part of “Masters of Support”, an interview-series by TypeGenie where we speak with experts in customer service. Rick Hill is a technical support manager at an edtech company, with 14 years of experience in the field. His team of around 40 is based in North Carolina, and they are using Zendesk for managing customer support tickets. We interviewed Rick on his views on leading a support team, with a focus on tips for professionals in the same field. In this interview you will learn about their team goals, what has recenrly made the biggest difference for his team, top resources he recommends, and more. 00:00 Rick's background, including how he got into technical customer support initially 06:00 Team goals, including First Contact Resolution, CSAT score 08:58 Customer support tool stack, including Zendesk and 15Five 13:05 Recently key to improving team performance: automation triggers on Zendesk 16:32 Experiences of using Zendesk over the years, including favorite Zendesk features, missing functionalities, and experiences with Zendesk marketplace apps 19:32 Most challenging part as a customer service manager: knowledge management with customer service agents 21:26 Favourite resources for improving oneself as a customer service manager, including a helpful Slack-community with many support professionals 23:29 Advice for newcomer support team leads 25:03 Interesting customer service encounter 28:32 Areas in support that Rick is interested in learning more about, including also automation, machine learning, AI and chatbots For highlights, you can also read our blog post https://typegenie.net/14-years-as-a-t...