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https://www.salesforce.com/products/service-cloud/best-practices/customer-support-teams/
Reduce support time by building a profile for each customer, including information about any prior interactions. Agents can use it as a cheat sheet if the customer reaches out, providing immediate attention to the issue and addressing it in a more efficient and personal way.
https://cybercraftinc.com/blog/how-to-build-your-remote-technical-support-team-7-steps
Having explored the major advantages of a remote technical support team, let’s proceed to the seven steps you must take to build such a team quickly and easily. 7 Steps to Launch Your Remote IT Technical Support Team. Building a team is a process, not a …
https://www.itbusiness.ca/news/eight-strategies-to-build-a-strong-tech-support-team/11594
“The situation was pretty bad and the team was frustrated.” In the process of improving performance, Miller eventually had to let go of the team’s two junior staff members, but he learned a many valuable lessons in building a strong tech support team. Here are eight of them: Document problems and fixes
https://www.zendesk.com/blog/building-support-operations-team/
This is a critical function of any support operations team. A support operations team provides job flexibility within your customer support department. Perhaps an experienced agent wants a new challenge or would like to take a break from direct customer interaction. Support operations would be an ideal next step for this person.
https://www.keepitsafe.com/blog/post/How-to-Build-a-World-Class-Technical-Support-Team/
Nov 15, 2016 · 2. Create a Support-Team Culture of Partnership with Customers — Not Just a Group of Robots Waiting for the Phone to Ring. Many technology-solution providers view themselves as merely supplying the customer with a piece of software and saying, “You’re on your own”. With this philosophy, it’s impossible to build a world-class Support team.
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