November 15, 2024 Expected vs Actual Patterns emerge from practice In the field of software development, it's said that 'patterns emerge through practice.' The same is often true for our team workflows. So why do we let other people write our patterns for us? Brian Levine Co-Founder, CEO
November 08, 2024 Expected vs Actual Support is a cost center - part 2 Making support a profit center has its problems. We can mitigate them... but let's just not do it in the first place. Brian Levine Co-Founder, CEO
November 01, 2024 Expected vs Actual Support is a cost center There. I said it. But that doesn't have to be a bad thing! Brian Levine Co-Founder, CEO
October 11, 2024 Expected vs Actual Automaton and on and on Automation is important. But understanding the work comes first. Brian Levine Co-Founder, CEO
August 22, 2024 Expected vs Actual Hiring your first Support Professional How to hire your first support team member and how to build the team from there. It's not hard, but small mistakes here can cause problems for years. Brian Levine Co-Founder, CEO
July 30, 2024 Expected vs Actual Why do we do this? Different people have different reasons for getting into support. There's no common path here. And that's a good thing for us. Brian Levine Co-Founder, CEO
June 28, 2024 Expected vs Actual Not now, we're too busy Support is often 'too busy' to implement changes that could positively impact the team and the customers. Brian Levine Co-Founder, CEO
June 13, 2024 Expected vs Actual The reverse Anna Karenina theory of support Unhappy support teams have reasons to be unhappy, but they don't know what to do about it. Brian Levine Co-Founder, CEO
May 01, 2024 Expected vs Actual Your metrics are bullshit Support work is done by teams of people -- not a collection of individual queue crushers -- and it takes diverse skills, dispositions, focuses, and areas of expertise to do well. The way we measure that work, however, doesn't reflect that. Nick Cannariato Advisor
March 21, 2024 Expected vs Actual Conway's Law and Order In an organization's hierarchy, the tools we use are a reflection of two separate, yet equally important, identities: the culture of the teams who build it, and the identities of the people they affect. These are their stories. Brian Levine Co-Founder, CEO
