Ideas & articles
15 articles on running support organisations — pod models, escalation, backlogs, metrics, AI-assisted routing, and the people side of all of it. Written from operations I have actually run.
7 April 2025 · Latest
Transforming Customer Support with Skill-Based Routing + AI Over the years, I’ve led support teams through all kinds of scaling challenges—high ticket volumes, rising expectations, overloaded engineers, and the constant pressure to improve CSAT and MTTR. In my latest article, I break down how I…
Read on LinkedIn →7 March 2025
Every support leader knows the struggle—overwhelmed teams, growing backlogs, missed SLAs, and frustrated customers. The real challenge? Turning reactive firefighting into proactive…
Read on LinkedIn →26 November 2024
In the fast-paced world of customer support, success isn’t just about tools, processes, or metrics—it’s about people. The relationships we build and the conversations we have are the true…
Read on LinkedIn →19 November 2024
Retention slipping? Don't rush to blame Customer Support (CS). In my latest article, I dive into the real reasons behind retention challenges—and why pointing fingers at CS is not just…
Read on LinkedIn →12 November 2024
In the fast-paced digital world we operate in, exceptional customer support is no longer a luxury—it's a necessity. But let's be honest, even the best-intentioned teams face persistent…
Read on LinkedIn →4 November 2024
Whether you’re a support engineer eager for a collaborative and dynamic work environment, a support manager looking to optimize team performance, or leadership seeking to elevate customer…
Read on LinkedIn →28 October 2024
As organizations shift back to in-person work, it’s vital to understand how this move impacts support teams, from engineers to leaders. Drawing from my experience across top companies like…
Read on LinkedIn →21 October 2024
It breaks down the strategies that separate high achievers from the rest. I dive into key areas like mastering KPIs, demonstrating proactive problem-solving, leading with empathy, and…
Read on LinkedIn →14 October 2024
Every call, chat, and ticket is a moment of truth that shapes your brand’s reputation. In this guide, I break down how each support tier—Tier 1, Tier 2, and Tier 3—plays a crucial role in…
Read on LinkedIn →7 October 2024
Handling customer support escalations is more than resolving urgent issues—it’s about turning high-pressure situations into opportunities to build stronger relationships and enhance…
Read on LinkedIn →4 October 2024
In my latest article, I dive deep into the world of customer support and explore how to balance efficiency and empathy to create exceptional customer experiences. Drawing from my experience…
Read on LinkedIn →23 September 2024
Throughout my career, I have worked in customer support roles across various industries, from enterprise companies like Hewlett-Packard (formerly 3Com Corporation), BCBS of Massachusetts…
Read on LinkedIn →18 September 2024
In the fast-paced world of customer support, where every second counts, 1:1 meetings are more than just check-ins—they're the key to driving productivity, building trust, and fostering team…
Read on LinkedIn →9 September 2024
Mean Time to Resolution (MTTR), Time to Respond (TTR), and Resolution Time. Drawing from my experience leading support teams at Riverbed, VMware, Okta, Motive, and XOPS, I explain how these…
Read on LinkedIn →5 September 2024
In my latest article, I share proven strategies to effectively manage high backlogs in customer support while improving key performance metrics like Customer Satisfaction (CSAT), Mean Time…
Read on LinkedIn →Everything I publish goes out on LinkedIn first.
Follow on LinkedIn