Category: Uncategorized
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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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Leading by Example: How Managers Can Foster Positivity and Resilience
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Read More →: Leading by Example: How Managers Can Foster Positivity and ResilienceAs a manager, you set the tone for your team. Your attitude, behaviour, and communication style profoundly impact the morale and motivation of those around you. In challenging times, it’s more important than ever to lead by example and foster a positive and resilient mindset within your team. Let’s explore how managers can effectively navigate…
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Using Active Listening: A Key Skill in Technical Support Interactions
Read More →: Using Active Listening: A Key Skill in Technical Support InteractionsDuring my career, I have seen the importance of active listening in reading customer sentiment. It is a crucial skill that can make all the difference in providing exceptional customer service.