Tag: collaboration
-
The Human Touch in Support Automation: Empowering Global Teams Through Smart Handoffs
/
Read More →: The Human Touch in Support Automation: Empowering Global Teams Through Smart HandoffsIn the technical support and CX realm, we often hear buzzwords like “automation” and “AI-powered solutions” thrown about as if they’re magical solutions to all our challenges. Yet, as someone who’s spent years leading global support teams, I’ve learned that the real magic lies not in replacing human interaction, but in enhancing it. The Current…
-
Bridging the Distance: How Regular Meet-ups Address Common Remote Work Challenges
/
Read More →: Bridging the Distance: How Regular Meet-ups Address Common Remote Work ChallengesRemote technical support teams have become the norm rather than the exception. Whilst this shift brings numerous benefits, it’s not without its challenges. I’ve observed how regular face-to-face meet-ups can be a powerful tool in addressing these hurdles, fostering radical respect, and building genuine personal connections. The Remote Work Conundrum Working remotely offers the advantages…
-
Using Radical Candour to Navigate Difficult Conversations in Remote Support Teams
/
Read More →: Using Radical Candour to Navigate Difficult Conversations in Remote Support TeamsNavigating difficult conversations within remote support teams can be a challenge, especially when attempting to maintain team cohesion and productivity. I’ve found that Radical Candor (US spelling) is a transformative approach to these conversations. This technique balances directness with empathy, fostering an environment where team members feel both supported and accountable. What is Radical Candour?…