This document promotes a product that can analyze customer interactions to discover the key drivers of customer satisfaction and provide actionable insights. The product is from Civet AI and will be exhibited at SD Expo Americas 2019.
How to keep KPIs meaningful to your customer support teamSupport Driven
This document discusses how to keep key performance indicators (KPIs) meaningful for customer support teams. It suggests that KPIs should align with business goals and customer needs, focus on outcomes rather than activities, and consider both agent and customer perspectives to help support teams improve performance and deliver great customer experiences.
Josh Magsam: Let's Stay in Touch -- A Low-Key Approach to Maintaining Your Pr...Support Driven
Maintaining professional connections takes effort but doesn't need to be stressful. The author recommends a low-key approach of sending occasional messages to update contacts on your current work and life, and asking how they are doing in return. Keeping in touch in this casual way helps strengthen your network over time with minimal effort on your part.
Grace Antonio: Why You Shouldn't Always Hire For Culture FitSupport Driven
Hiring for only "culture fit" can limit diversity and innovation. While company culture is important, focusing solely on how well a candidate's personality matches your current team can exclude qualified candidates from various backgrounds. Hiring managers should evaluate both a candidate's qualifications and potential cultural fit, and recognize that different types of people can strengthen culture in different ways.
Petya Sotirova: Customer-Centric or Product Culture -- Can You Have Both?Support Driven
Many companies focus either on customers or products, but not both. However, it is possible for companies to have a customer-centric culture while also prioritizing product development. With the right leadership and processes, companies can gather deep customer insights to drive product innovation and deliver exceptional customer experiences through their products.
Yvette Johns: Leading Through Change: What Mattered Most When We Asked a Team...Support Driven
A team at MailChimp was asked to change their work hours from a traditional 9-5 schedule to flexible hours. When surveyed about the change, employees reported that clear communication from leadership and maintaining a good company culture were most important. Having leadership set a good example by being flexible themselves and prioritizing outcomes over face time also helped the team adapt to the new schedule successfully.
Nykki Yeager: Motivate Your Team With Individual Performance MetricsSupport Driven
Motivate Your Team with Individual Performance Metrics discusses how to motivate employees by tracking individual performance metrics. Tracking metrics like tasks completed, projects delivered on time, or customer satisfaction scores allows managers to provide feedback and recognition to top performers. Focusing on individual accomplishments in addition to team goals can boost employee engagement and productivity.
Andra Roston: Thrown In the Deep End: What I've Learned in My First Few Month...Support Driven
Being thrown into a management role without experience or training can be overwhelming but provides valuable learning opportunities. The author shares lessons learned in her first few months as a new manager, including focusing on developing relationships with her team, learning to delegate tasks, and gaining confidence in her abilities as a leader.
Karen Arnold and Samantha Hare: Multilingual Support: How We Expanded From En...Support Driven
Automattic expanded their support for multiple languages beyond just English. They went from only supporting English to now supporting over 6 different languages on their site. The document discusses how Automattic was able to expand their language support across more languages.
How to keep KPIs meaningful to your customer support teamSupport Driven
This document discusses how to keep key performance indicators (KPIs) meaningful for customer support teams. It suggests that KPIs should align with business goals and customer needs, focus on outcomes rather than activities, and consider both agent and customer perspectives to help support teams improve performance and deliver great customer experiences.
Josh Magsam: Let's Stay in Touch -- A Low-Key Approach to Maintaining Your Pr...Support Driven
Maintaining professional connections takes effort but doesn't need to be stressful. The author recommends a low-key approach of sending occasional messages to update contacts on your current work and life, and asking how they are doing in return. Keeping in touch in this casual way helps strengthen your network over time with minimal effort on your part.
Grace Antonio: Why You Shouldn't Always Hire For Culture FitSupport Driven
Hiring for only "culture fit" can limit diversity and innovation. While company culture is important, focusing solely on how well a candidate's personality matches your current team can exclude qualified candidates from various backgrounds. Hiring managers should evaluate both a candidate's qualifications and potential cultural fit, and recognize that different types of people can strengthen culture in different ways.
Petya Sotirova: Customer-Centric or Product Culture -- Can You Have Both?Support Driven
Many companies focus either on customers or products, but not both. However, it is possible for companies to have a customer-centric culture while also prioritizing product development. With the right leadership and processes, companies can gather deep customer insights to drive product innovation and deliver exceptional customer experiences through their products.
Yvette Johns: Leading Through Change: What Mattered Most When We Asked a Team...Support Driven
A team at MailChimp was asked to change their work hours from a traditional 9-5 schedule to flexible hours. When surveyed about the change, employees reported that clear communication from leadership and maintaining a good company culture were most important. Having leadership set a good example by being flexible themselves and prioritizing outcomes over face time also helped the team adapt to the new schedule successfully.
Nykki Yeager: Motivate Your Team With Individual Performance MetricsSupport Driven
Motivate Your Team with Individual Performance Metrics discusses how to motivate employees by tracking individual performance metrics. Tracking metrics like tasks completed, projects delivered on time, or customer satisfaction scores allows managers to provide feedback and recognition to top performers. Focusing on individual accomplishments in addition to team goals can boost employee engagement and productivity.
Andra Roston: Thrown In the Deep End: What I've Learned in My First Few Month...Support Driven
Being thrown into a management role without experience or training can be overwhelming but provides valuable learning opportunities. The author shares lessons learned in her first few months as a new manager, including focusing on developing relationships with her team, learning to delegate tasks, and gaining confidence in her abilities as a leader.
Karen Arnold and Samantha Hare: Multilingual Support: How We Expanded From En...Support Driven
Automattic expanded their support for multiple languages beyond just English. They went from only supporting English to now supporting over 6 different languages on their site. The document discusses how Automattic was able to expand their language support across more languages.
Louise Draper: Measure the Success of Your Self-Service OfferingsSupport Driven
Self-service offerings allow customers to help themselves, but companies need to measure how well these offerings are working. Key metrics to track include the percentage of issues resolved through self-service, customer satisfaction scores for the self-service experience, and how much self-service reduces calls to support agents. Tracking these metrics will help companies understand if their self-service offerings are truly helping customers and reducing support costs.
Andrea Silas: Forecasting For Support Coverage: Growing is Never Linear!Support Driven
This document discusses forecasting support needs for growing companies. It notes that as companies expand, their support requirements do not always increase in a linear, predictable fashion. Additional support staff or resources may be suddenly needed as usage or customer needs change unexpectedly.
Kimberly Bringas: My Teammate Is Just Meh: A Manager's Guide To Legally and H...Support Driven
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive functioning. Exercise causes chemical changes in the brain that may help protect against mental illness and improve symptoms.
Cameron Dunn: Operations Is For Everybody: Creating and Maintaining Resources...Support Driven
Operations is for Everybody discusses how operations teams create and maintain resources that the whole company uses. It argues that operations work benefits all teams, so operations teams should involve others to get feedback and buy-in on priorities. Operations teams that collaborate this way can better support the whole company's goals.
Hilary Dudek: We Are More Than Just Robots: How Emotional Intelligence Helps ...Support Driven
Emotional intelligence helps you better support your support team. Having empathy for others allows you to understand their perspectives and needs. Practicing emotional intelligence creates a more positive work environment where people feel heard and cared for.
Taylor Davis: Building the Ideal CX Dashboard. (Through Mostly Trial and Error).Support Driven
Building an ideal customer experience dashboard requires trial and error to determine the right metrics and data visualizations. The author details their process of experimenting with different metrics and visualizations to create a dashboard that provides valuable insights into the customer journey and experience. An effective CX dashboard should synthesize data across teams to identify opportunities and drive improvements through a shared understanding of customer needs.
Just Say Yes -- Get Out Of Your Comfort Zone and Build Strong Relationships W...Support Driven
Getting out of your comfort zone and saying yes to new opportunities can help you build strong relationships with your peers. By attending events you may not normally go to and volunteering for projects you aren't required to do, you show colleagues you are willing to get involved and help others. Forming these connections through shared experiences makes you a more valuable member of any team and opens the door to future career opportunities.
Forecasting For Support Coverage: Growing Is Never Linear! by Andrea SilasSupport Driven
Forecasting growth is challenging as it is rarely linear. Andrea Silas from DreamHost gave a talk at the 2019 SD Leadership Summit on how to provide support for forecasting. She emphasized that organizations need to account for non-linear growth when planning support coverage.
Growth Rubrics and How To Make 'Em worksheetsSupport Driven
This document provides a growth rubric worksheet to evaluate communication skills. It includes categories for evaluation, qualities and skills for each category, instructions for prioritizing them, getting feedback, and having agents self-evaluate. The document provides a sample communication category rubric with 4 levels and increasing skills, from asking clarifying questions to generating needed information and clear communication. It also includes a sample "Solves Tickets Efficiently" category and a point scale for determining overall evaluation level.
Growth Rubrics and How To Make 'Em by Danna SampsonSupport Driven
The document discusses how to create growth rubrics for evaluating employees. It provides examples of categories and levels that could be used in a rubric for customer support agents. The categories include bugs, solving tickets efficiently, communication, and being informative. For each category, it lists different levels of performance criteria. It then guides how to collaboratively create rubrics, such as brainstorming categories, filling in requirements, and prioritizing them. The final part discusses giving agents self-evaluations using the rubric.
Tech Stacks In A Successful Contact Center by Ramon IcasianoSupport Driven
This document discusses technology stacks used in successful contact centers. It was presented at the SD Expo Americas 2019 conference by Ramon Icasiano of Stella Connect. The document focuses on the importance of integrating different technologies to power modern contact centers and provide excellent customer experiences.
Turn Feedback Into Action: A Method for Scoping Support Issues by Brian LevineSupport Driven
1. The document provides a method for support teams to scope issues by developing a priority matrix with two dimensions: Impact and Severity.
2. Impact refers to how many users are affected, while Severity refers to how the product/service is affected. Different levels such as small, medium, large are defined for each.
3. For business-to-business companies, two additional dimensions are recommended: Customer Value and Customer Severity. Customer Value refers to how important a customer is to the business, while Customer Severity refers to how a problem affects a specific customer's product/service.
Stories about numbers; driving business-wide understanding about data through...Support Driven
This document discusses using narrative to effectively communicate data and information within an organization. It introduces the five elements of a data narrative: characters, setting/context, plot, conflict/resolution, and theme. For each element, it provides a brief explanation of how to incorporate that element when telling a data narrative. The overall message is that applying these narrative elements can help non-technical audiences better understand and remember insights from data.
1) The document discusses how to scale customer care as a company grows. It emphasizes interacting with customers before product-market fit, creating processes during product-market fit, and automating and measuring during scaling.
2) Key points include interacting as much as possible with customers before product-market fit, preparing recruitment and onboarding processes during product-market fit, and automating and measuring during scaling.
3) The document also provides examples of responding to customer emails by apologizing, investigating issues, making changes or refunds requested, and wishing the customer a good day.
Handout from Jenny Dempsey's workshop, "Supporting Your Support Team Starts with You."
Presented at Support Driven Expo in Portland, Oregon, July 2019.
Leadership Skills in Non-Leadership Roles by Dennis PadiernosSupport Driven
The document discusses leadership skills that can be developed even in non-leadership roles. It argues that leadership skills are actionable and can be improved through practice, unlike inherent traits. Some key leadership skills mentioned include decisiveness, relationship building, problem-solving, communication, and awareness. The document provides examples of demonstrating these skills in team situations, such as handling a mistake made by a teammate, teaching a teammate who needs additional help, and taking charge during an outage when the team lead is absent. It concludes by providing additional resources on leadership skills and traits.
Discover the secret formula to building, scaling, and managing a remote suppo...Support Driven
The document provides guidance on building, scaling, and managing a remote support team. It discusses hiring remote agents out of necessity initially. As the team grew, the author standardized training and implemented a robust knowledge base. Metrics such as tickets created/solved per agent and intuition index were tracked. The author hired a dedicated trainer and created standard operating procedures. Forecasting was used to determine future hiring needs based on ticket volume and agent productivity. Creating new roles like a training manager helped scale the remote support organization effectively.
Get your "Sheet" together! -- Incident Comms Plan WorksheetSupport Driven
Incident Communications worksheet from Jake Bartlett's workshop, "Creating an Incident Communications Plan."
Presented at Support Driven Expo in Portland, Oregon, July 2019.
Top 5 Incident Communication Tips by Jake BartlettSupport Driven
Postcard with Incident Communications tips from Jake Bartlett's workshop, "Creating an Incident Communications Plan."
Presented at Support Driven Expo in Portland, Oregon, July 2019.
Louise Draper: Measure the Success of Your Self-Service OfferingsSupport Driven
Self-service offerings allow customers to help themselves, but companies need to measure how well these offerings are working. Key metrics to track include the percentage of issues resolved through self-service, customer satisfaction scores for the self-service experience, and how much self-service reduces calls to support agents. Tracking these metrics will help companies understand if their self-service offerings are truly helping customers and reducing support costs.
Andrea Silas: Forecasting For Support Coverage: Growing is Never Linear!Support Driven
This document discusses forecasting support needs for growing companies. It notes that as companies expand, their support requirements do not always increase in a linear, predictable fashion. Additional support staff or resources may be suddenly needed as usage or customer needs change unexpectedly.
Kimberly Bringas: My Teammate Is Just Meh: A Manager's Guide To Legally and H...Support Driven
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive functioning. Exercise causes chemical changes in the brain that may help protect against mental illness and improve symptoms.
Cameron Dunn: Operations Is For Everybody: Creating and Maintaining Resources...Support Driven
Operations is for Everybody discusses how operations teams create and maintain resources that the whole company uses. It argues that operations work benefits all teams, so operations teams should involve others to get feedback and buy-in on priorities. Operations teams that collaborate this way can better support the whole company's goals.
Hilary Dudek: We Are More Than Just Robots: How Emotional Intelligence Helps ...Support Driven
Emotional intelligence helps you better support your support team. Having empathy for others allows you to understand their perspectives and needs. Practicing emotional intelligence creates a more positive work environment where people feel heard and cared for.
Taylor Davis: Building the Ideal CX Dashboard. (Through Mostly Trial and Error).Support Driven
Building an ideal customer experience dashboard requires trial and error to determine the right metrics and data visualizations. The author details their process of experimenting with different metrics and visualizations to create a dashboard that provides valuable insights into the customer journey and experience. An effective CX dashboard should synthesize data across teams to identify opportunities and drive improvements through a shared understanding of customer needs.
Just Say Yes -- Get Out Of Your Comfort Zone and Build Strong Relationships W...Support Driven
Getting out of your comfort zone and saying yes to new opportunities can help you build strong relationships with your peers. By attending events you may not normally go to and volunteering for projects you aren't required to do, you show colleagues you are willing to get involved and help others. Forming these connections through shared experiences makes you a more valuable member of any team and opens the door to future career opportunities.
Forecasting For Support Coverage: Growing Is Never Linear! by Andrea SilasSupport Driven
Forecasting growth is challenging as it is rarely linear. Andrea Silas from DreamHost gave a talk at the 2019 SD Leadership Summit on how to provide support for forecasting. She emphasized that organizations need to account for non-linear growth when planning support coverage.
Growth Rubrics and How To Make 'Em worksheetsSupport Driven
This document provides a growth rubric worksheet to evaluate communication skills. It includes categories for evaluation, qualities and skills for each category, instructions for prioritizing them, getting feedback, and having agents self-evaluate. The document provides a sample communication category rubric with 4 levels and increasing skills, from asking clarifying questions to generating needed information and clear communication. It also includes a sample "Solves Tickets Efficiently" category and a point scale for determining overall evaluation level.
Growth Rubrics and How To Make 'Em by Danna SampsonSupport Driven
The document discusses how to create growth rubrics for evaluating employees. It provides examples of categories and levels that could be used in a rubric for customer support agents. The categories include bugs, solving tickets efficiently, communication, and being informative. For each category, it lists different levels of performance criteria. It then guides how to collaboratively create rubrics, such as brainstorming categories, filling in requirements, and prioritizing them. The final part discusses giving agents self-evaluations using the rubric.
Tech Stacks In A Successful Contact Center by Ramon IcasianoSupport Driven
This document discusses technology stacks used in successful contact centers. It was presented at the SD Expo Americas 2019 conference by Ramon Icasiano of Stella Connect. The document focuses on the importance of integrating different technologies to power modern contact centers and provide excellent customer experiences.
Turn Feedback Into Action: A Method for Scoping Support Issues by Brian LevineSupport Driven
1. The document provides a method for support teams to scope issues by developing a priority matrix with two dimensions: Impact and Severity.
2. Impact refers to how many users are affected, while Severity refers to how the product/service is affected. Different levels such as small, medium, large are defined for each.
3. For business-to-business companies, two additional dimensions are recommended: Customer Value and Customer Severity. Customer Value refers to how important a customer is to the business, while Customer Severity refers to how a problem affects a specific customer's product/service.
Stories about numbers; driving business-wide understanding about data through...Support Driven
This document discusses using narrative to effectively communicate data and information within an organization. It introduces the five elements of a data narrative: characters, setting/context, plot, conflict/resolution, and theme. For each element, it provides a brief explanation of how to incorporate that element when telling a data narrative. The overall message is that applying these narrative elements can help non-technical audiences better understand and remember insights from data.
1) The document discusses how to scale customer care as a company grows. It emphasizes interacting with customers before product-market fit, creating processes during product-market fit, and automating and measuring during scaling.
2) Key points include interacting as much as possible with customers before product-market fit, preparing recruitment and onboarding processes during product-market fit, and automating and measuring during scaling.
3) The document also provides examples of responding to customer emails by apologizing, investigating issues, making changes or refunds requested, and wishing the customer a good day.
Handout from Jenny Dempsey's workshop, "Supporting Your Support Team Starts with You."
Presented at Support Driven Expo in Portland, Oregon, July 2019.
Leadership Skills in Non-Leadership Roles by Dennis PadiernosSupport Driven
The document discusses leadership skills that can be developed even in non-leadership roles. It argues that leadership skills are actionable and can be improved through practice, unlike inherent traits. Some key leadership skills mentioned include decisiveness, relationship building, problem-solving, communication, and awareness. The document provides examples of demonstrating these skills in team situations, such as handling a mistake made by a teammate, teaching a teammate who needs additional help, and taking charge during an outage when the team lead is absent. It concludes by providing additional resources on leadership skills and traits.
Discover the secret formula to building, scaling, and managing a remote suppo...Support Driven
The document provides guidance on building, scaling, and managing a remote support team. It discusses hiring remote agents out of necessity initially. As the team grew, the author standardized training and implemented a robust knowledge base. Metrics such as tickets created/solved per agent and intuition index were tracked. The author hired a dedicated trainer and created standard operating procedures. Forecasting was used to determine future hiring needs based on ticket volume and agent productivity. Creating new roles like a training manager helped scale the remote support organization effectively.
Get your "Sheet" together! -- Incident Comms Plan WorksheetSupport Driven
Incident Communications worksheet from Jake Bartlett's workshop, "Creating an Incident Communications Plan."
Presented at Support Driven Expo in Portland, Oregon, July 2019.
Top 5 Incident Communication Tips by Jake BartlettSupport Driven
Postcard with Incident Communications tips from Jake Bartlett's workshop, "Creating an Incident Communications Plan."
Presented at Support Driven Expo in Portland, Oregon, July 2019.
Temple of Asclepius in Thrace. Excavation resultsKrassimira Luka
The temple and the sanctuary around were dedicated to Asklepios Zmidrenus. This name has been known since 1875 when an inscription dedicated to him was discovered in Rome. The inscription is dated in 227 AD and was left by soldiers originating from the city of Philippopolis (modern Plovdiv).
How to Manage Reception Report in Odoo 17Celine George
A business may deal with both sales and purchases occasionally. They buy things from vendors and then sell them to their customers. Such dealings can be confusing at times. Because multiple clients may inquire about the same product at the same time, after purchasing those products, customers must be assigned to them. Odoo has a tool called Reception Report that can be used to complete this assignment. By enabling this, a reception report comes automatically after confirming a receipt, from which we can assign products to orders.
Philippine Edukasyong Pantahanan at Pangkabuhayan (EPP) CurriculumMJDuyan
(𝐓𝐋𝐄 𝟏𝟎𝟎) (𝐋𝐞𝐬𝐬𝐨𝐧 𝟏)-𝐏𝐫𝐞𝐥𝐢𝐦𝐬
𝐃𝐢𝐬𝐜𝐮𝐬𝐬 𝐭𝐡𝐞 𝐄𝐏𝐏 𝐂𝐮𝐫𝐫𝐢𝐜𝐮𝐥𝐮𝐦 𝐢𝐧 𝐭𝐡𝐞 𝐏𝐡𝐢𝐥𝐢𝐩𝐩𝐢𝐧𝐞𝐬:
- Understand the goals and objectives of the Edukasyong Pantahanan at Pangkabuhayan (EPP) curriculum, recognizing its importance in fostering practical life skills and values among students. Students will also be able to identify the key components and subjects covered, such as agriculture, home economics, industrial arts, and information and communication technology.
𝐄𝐱𝐩𝐥𝐚𝐢𝐧 𝐭𝐡𝐞 𝐍𝐚𝐭𝐮𝐫𝐞 𝐚𝐧𝐝 𝐒𝐜𝐨𝐩𝐞 𝐨𝐟 𝐚𝐧 𝐄𝐧𝐭𝐫𝐞𝐩𝐫𝐞𝐧𝐞𝐮𝐫:
-Define entrepreneurship, distinguishing it from general business activities by emphasizing its focus on innovation, risk-taking, and value creation. Students will describe the characteristics and traits of successful entrepreneurs, including their roles and responsibilities, and discuss the broader economic and social impacts of entrepreneurial activities on both local and global scales.
Level 3 NCEA - NZ: A Nation In the Making 1872 - 1900 SML.pptHenry Hollis
The History of NZ 1870-1900.
Making of a Nation.
From the NZ Wars to Liberals,
Richard Seddon, George Grey,
Social Laboratory, New Zealand,
Confiscations, Kotahitanga, Kingitanga, Parliament, Suffrage, Repudiation, Economic Change, Agriculture, Gold Mining, Timber, Flax, Sheep, Dairying,
A Visual Guide to 1 Samuel | A Tale of Two HeartsSteve Thomason
These slides walk through the story of 1 Samuel. Samuel is the last judge of Israel. The people reject God and want a king. Saul is anointed as the first king, but he is not a good king. David, the shepherd boy is anointed and Saul is envious of him. David shows honor while Saul continues to self destruct.
Discover Key Drivers of Customer Satisfaction With Actionable Insights Extracted From Your Customer Interactions by Yue Ning
1. DISCOVER KEY
DRIVERS OF CUSTOMER
SATISFACTION WITH
ACTIONABLE INSIGHTS
EXTRACTED FROM
YOUR CUSTOMER
INTERACTIONS
SD EXPO AMERICAS 2019
#sdexpo
Yue Ning
SD: @Yue Ning
Civet AI