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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.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.
https://blog.teamwork.com/build-your-customer-support-team-teamwork-desk/
Jul 31, 2017 · Building an effective customer support team is much more than just hiring the right people. You need to put in a lot of work clarifying the selection process before you even read the first résumé. Here’s how to build the best possible customer support team from scratch. 1. …
https://www.entrepreneur.com/article/182012
Jul 23, 2007 · Building Your Support Team ... As a business owner, you need a support team--your own "safety net" of trusted individuals whom you can count on to advise you, teach you and assist you- …Author: Brad Sugars
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://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://aircall.io/blog/support/support-team-structure/
For growing companies, a larger support team promises better service and higher customer satisfaction ratings. However, choosing the correct support team structure is essential to sustaining this growth and ensuring 5-star reviews.
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