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Steady Ships Navigate Rough Waters: A Leadership Guide for Support Teams
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Read More →: Steady Ships Navigate Rough Waters: A Leadership Guide for Support TeamsIn the fast-moving landscape of customer support, particularly within the B2B SaaS sector, the importance of steady leadership cannot be overstated. As support teams navigate the complexities of remote work and constant change, the stability of their leaders becomes a crucial anchor point for success. The Foundation of Stability: Self-Care and Personal Equilibrium Consider the…
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The Human Side of Technical Leadership: Fostering Growth in a Remote-First World
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Read More →: The Human Side of Technical Leadership: Fostering Growth in a Remote-First WorldFocusing solely on metrics in SaaS technical leadership undervalues the importance of human growth and adaptation. My years leading global Customer Success Engineering teams have shown me how a growth mindset profoundly impacts both individual careers and company cultures. Understanding Growth Mindset in Technical Environments At its core, a growth mindset in technical leadership isn’t…
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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…