Insights into the world of customer support, team leadership and organizational growth, gleaned over two decades of work.

Down in the Nitty-Gritty: How to Quantify a Support Team’s Performance (Mar. 2024)

What Makes a Manager? (Feb. 2024)

Quality Over Quantity: Creating Training Programs That Are Actually Useful (Jan. 2024)

Effort & Details: Keeping Customers Happy in Two Simple Steps (Jan. 2024)

The Four Types of Customers (Jan. 2024)

Where Everybody Knows Your Name: Making Your Best Customers Feel Extra Special (Dec. 2023)

The opinions expressed in these articles are mine alone and are do not represent any company where I currently work, have worked in the past nor will work in the future. -ER