Tag: technical support management
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Keeping It Real: The Power of Authenticity in Remote Teams
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Read More →: Keeping It Real: The Power of Authenticity in Remote TeamsIn today’s world of remote work, teams face a unique set of challenges. One of the most significant hurdles is maintaining authenticity and building genuine connections with colleagues and customers in a virtual environment. When trust is broken and accountability is lacking, it can be difficult to foster a sense of camaraderie and create a…
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Balancing Technology and Humanity: The Role of Empathy and Creativity in AI-Enhanced Technical Support
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Read More →: Balancing Technology and Humanity: The Role of Empathy and Creativity in AI-Enhanced Technical SupportDuring my career in technical support, I have witnessed firsthand the transformative power of human creativity and empathy in solving complex problems. While artificial intelligence (AI) has undoubtedly revolutionised how we approach customer service, the unique blend of human ingenuity, emotional intelligence, and problem-solving skills sets exceptional support teams apart. In the fast-paced world of…
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Incorporating Emotional Intelligence into Performance Management to Help Managers Empathise with Support Agents’ Challenges.
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Read More →: Incorporating Emotional Intelligence into Performance Management to Help Managers Empathise with Support Agents’ Challenges.As a technical support manager or leader, you know how important it is to effectively manage your team’s performance. However, performance management is not just about numbers, metrics, and targets. It’s also about creating a culture of empathy and understanding towards your support agents’ challenges.