Category: Thoughts
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You Can’t Pour from an Empty Cup: Avoiding Manager Burnout
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Read More →: You Can’t Pour from an Empty Cup: Avoiding Manager BurnoutI’ve seen firsthand how challenging it can be to manage a team while caring for your well-being. It’s an all-too-common story: a dedicated manager pours all their energy into supporting their team, neglecting their needs until they reach a breaking point. But here’s the truth: you can’t pour from an empty cup. If we want…
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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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Unleashing the Power of Critical Thinking in Remote Support Teams
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Read More →: Unleashing the Power of Critical Thinking in Remote Support TeamsDuring my career, I’ve witnessed the transformation of support teams from centralised office spaces to remote work environments. This shift has brought about new challenges and opportunities, with critical thinking emerging as a crucial skill for remote support teams. In this blog post, I’ll discuss the benefits of critical thinking in remote support teams, share…