Category: Diversity
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The Leadership Shadow: How Your Communication Style Shapes Customer Success
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Read More →: The Leadership Shadow: How Your Communication Style Shapes Customer SuccessIn the realm of Customer Success Engineering, our influence extends far beyond direct interactions with our teams. Like a shadow cast by the morning sun, our communication style, emotional responses, and leadership approach create lasting impressions that shape how our teams engage with customers. Understanding the Leadership Shadow The concept of a leadership shadow encompasses…
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Technical Support’s Best-Kept Secret: Your Next Great Hire Probably Isn’t a Technical Support Engineer
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Read More →: Technical Support’s Best-Kept Secret: Your Next Great Hire Probably Isn’t a Technical Support EngineerThere was a moment that completely changed how I think about hiring technical support engineers. During a particularly tense escalation call, I watched one of our newer team members handle a situation that could have ended badly. This person – who came from a customer success background rather than a traditional technical one – transformed…
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AI in Technical Support: Balancing Efficiency and Human Touch
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Read More →: AI in Technical Support: Balancing Efficiency and Human TouchAs AI revolutionises various industries, its integration into technical support raises crucial questions about balancing efficiency with the human touch. This blog post explores the ethical considerations and impact on humanity when implementing AI in customer service interactions. I’ve recently been grappling with the complex issue of integrating AI into our support processes. This evaluation…