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
February 29, 2024 Expected vs Actual AI can't do your job AI isn't going to make your job obsolete. Capitalism might, but there are other options. Brian Levine Co-Founder, CEO
February 21, 2024 Expected vs Actual Building and maintaining sources of truth What is and isn't a source of truth and why that matters. Brian Levine Co-Founder, CEO
February 14, 2024 Expected vs Actual Support is a dead-end job Support is a bad job with no career path. Or so it seems if you look around. We can change that, but it won't be easy. Brian Levine Co-Founder, CEO
May 25, 2023 Expected vs Actual Remote founding team Processes and tools for working remotely Brian Levine Co-Founder, CEO
May 17, 2023 Expected vs Actual Breaking down silos Teams work together - Your tools should, too Brian Levine Co-Founder, CEO
