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.
Making the Case for Frameworks in Support
Customer Support Forecasting: Seeing the Future
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
Collaborating with Product to Improve Customer Experience
5 Steps to Define Customer Support Performance Metrics
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
Quantifying Quality: How to Guarantee Great Support
How to Counterbalance your Customer Support Metrics
What We Learned at SUPCONF Fall 2017
Nicereply, Customer Happiness Blog
How to Combine CSAT with other KPIs for the Bigger Picture
