I cover a variety of topics and specialize in content that provides actionable advice. I'm not currently writing. When I am, I work with Supported Content.
The 5 Biggest Mistakes in SMB Online Service
Forecasting: The Customer Support Fortune-Teller
Notion Data, The School of Little Data
Co-located vs Remote Customer Service Teams
Nicereply, Customer Happiness Blog
Humans in the Loop: How Humans and AI are Shaping the Future of Customer Support Together
Measuring Quality in Customer Support
Nicereply, Customer Happiness Blog
Customer Support vs Customer Success: What’s the Difference?
Nicereply, Customer Happiness Blog
How Customer Success Can Deliver Data Driven Customer Insight
Notion Data, The School of Little Data
5 Steps to Define Customer Support Performance Metrics
Notion Data, The School of Little Data
Is Happiness at Work Necessary to Give Good Customer Support?
Nicereply, Customer Happiness Blog
Customer Support Metrics 202: Understanding DSAT
Notion Data, The School of Little Data
How to Measure Quality to Ensure Great Customer Service
Notion Data, The School of Little Data
3 Customer Support Metrics Needing Balance
Notion Data, The School of Little Data
What We Learned at SUPCONF Fall 2017
Nicereply, Customer Happiness Blog
How to Combine CSAT with other KPIs for the Bigger Picture