SlideShare uma empresa Scribd logo
1 de 20
LEADING
DISTRIBUTED
SUPPORT
TEAMS
SD Expo Europe 2019
#sdexpo
Brian Levine
SD: @balevine
Bottle Cap Technology
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams
Leading distributed support teams

Mais conteúdo relacionado

Mais de Support Driven

Mais de Support Driven (20)

Andrea Silas: Forecasting For Support Coverage: Growing is Never Linear!
Andrea Silas: Forecasting For Support Coverage: Growing is Never Linear!Andrea Silas: Forecasting For Support Coverage: Growing is Never Linear!
Andrea Silas: Forecasting For Support Coverage: Growing is Never Linear!
 
Kimberly Bringas: My Teammate Is Just Meh: A Manager's Guide To Legally and H...
Kimberly Bringas: My Teammate Is Just Meh: A Manager's Guide To Legally and H...Kimberly Bringas: My Teammate Is Just Meh: A Manager's Guide To Legally and H...
Kimberly Bringas: My Teammate Is Just Meh: A Manager's Guide To Legally and H...
 
Cameron Dunn: Operations Is For Everybody: Creating and Maintaining Resources...
Cameron Dunn: Operations Is For Everybody: Creating and Maintaining Resources...Cameron Dunn: Operations Is For Everybody: Creating and Maintaining Resources...
Cameron Dunn: Operations Is For Everybody: Creating and Maintaining Resources...
 
Hilary Dudek: We Are More Than Just Robots: How Emotional Intelligence Helps ...
Hilary Dudek: We Are More Than Just Robots: How Emotional Intelligence Helps ...Hilary Dudek: We Are More Than Just Robots: How Emotional Intelligence Helps ...
Hilary Dudek: We Are More Than Just Robots: How Emotional Intelligence Helps ...
 
Taylor Davis: Building the Ideal CX Dashboard. (Through Mostly Trial and Error).
Taylor Davis: Building the Ideal CX Dashboard. (Through Mostly Trial and Error).Taylor Davis: Building the Ideal CX Dashboard. (Through Mostly Trial and Error).
Taylor Davis: Building the Ideal CX Dashboard. (Through Mostly Trial and Error).
 
Just Say Yes -- Get Out Of Your Comfort Zone and Build Strong Relationships W...
Just Say Yes -- Get Out Of Your Comfort Zone and Build Strong Relationships W...Just Say Yes -- Get Out Of Your Comfort Zone and Build Strong Relationships W...
Just Say Yes -- Get Out Of Your Comfort Zone and Build Strong Relationships W...
 
Forecasting For Support Coverage: Growing Is Never Linear! by Andrea Silas
Forecasting For Support Coverage: Growing Is Never Linear! by Andrea SilasForecasting For Support Coverage: Growing Is Never Linear! by Andrea Silas
Forecasting For Support Coverage: Growing Is Never Linear! by Andrea Silas
 
Growth Rubrics and How To Make 'Em worksheets
Growth Rubrics and How To Make 'Em  worksheetsGrowth Rubrics and How To Make 'Em  worksheets
Growth Rubrics and How To Make 'Em worksheets
 
Growth Rubrics and How To Make 'Em by Danna Sampson
Growth Rubrics and How To Make 'Em by Danna SampsonGrowth Rubrics and How To Make 'Em by Danna Sampson
Growth Rubrics and How To Make 'Em by Danna Sampson
 
You don't pwn me by Sarah Betts
You don't pwn me by Sarah BettsYou don't pwn me by Sarah Betts
You don't pwn me by Sarah Betts
 
Tech Stacks In A Successful Contact Center by Ramon Icasiano
Tech Stacks In A Successful Contact Center by Ramon IcasianoTech Stacks In A Successful Contact Center by Ramon Icasiano
Tech Stacks In A Successful Contact Center by Ramon Icasiano
 
Turn Feedback Into Action: A Method for Scoping Support Issues by Brian Levine
Turn Feedback Into Action: A Method for Scoping Support Issues by Brian LevineTurn Feedback Into Action: A Method for Scoping Support Issues by Brian Levine
Turn Feedback Into Action: A Method for Scoping Support Issues by Brian Levine
 
Stories about numbers; driving business-wide understanding about data through...
Stories about numbers; driving business-wide understanding about data through...Stories about numbers; driving business-wide understanding about data through...
Stories about numbers; driving business-wide understanding about data through...
 
How to Scale the Care by Aurore Lanchart
How to Scale the Care by Aurore LanchartHow to Scale the Care by Aurore Lanchart
How to Scale the Care by Aurore Lanchart
 
Supporting Support Team Discovery Circle
Supporting Support Team Discovery CircleSupporting Support Team Discovery Circle
Supporting Support Team Discovery Circle
 
Leadership Skills in Non-Leadership Roles by Dennis Padiernos
Leadership Skills in Non-Leadership Roles by Dennis PadiernosLeadership Skills in Non-Leadership Roles by Dennis Padiernos
Leadership Skills in Non-Leadership Roles by Dennis Padiernos
 
Discover the secret formula to building, scaling, and managing a remote suppo...
Discover the secret formula to building, scaling, and managing a remote suppo...Discover the secret formula to building, scaling, and managing a remote suppo...
Discover the secret formula to building, scaling, and managing a remote suppo...
 
Get your "Sheet" together! -- Incident Comms Plan Worksheet
Get your "Sheet" together! -- Incident Comms Plan WorksheetGet your "Sheet" together! -- Incident Comms Plan Worksheet
Get your "Sheet" together! -- Incident Comms Plan Worksheet
 
Top 5 Incident Communication Tips by Jake Bartlett
Top 5 Incident Communication Tips by Jake BartlettTop 5 Incident Communication Tips by Jake Bartlett
Top 5 Incident Communication Tips by Jake Bartlett
 
Putting Proactive Customer Service Into Practice by Alex Gadd
Putting Proactive Customer Service Into Practice by Alex GaddPutting Proactive Customer Service Into Practice by Alex Gadd
Putting Proactive Customer Service Into Practice by Alex Gadd
 

Último

Salient Features of India constitution especially power and functions
Salient Features of India constitution especially power and functionsSalient Features of India constitution especially power and functions
Salient Features of India constitution especially power and functions
KarakKing
 
The basics of sentences session 3pptx.pptx
The basics of sentences session 3pptx.pptxThe basics of sentences session 3pptx.pptx
The basics of sentences session 3pptx.pptx
heathfieldcps1
 
Activity 01 - Artificial Culture (1).pdf
Activity 01 - Artificial Culture (1).pdfActivity 01 - Artificial Culture (1).pdf
Activity 01 - Artificial Culture (1).pdf
ciinovamais
 
Vishram Singh - Textbook of Anatomy Upper Limb and Thorax.. Volume 1 (1).pdf
Vishram Singh - Textbook of Anatomy  Upper Limb and Thorax.. Volume 1 (1).pdfVishram Singh - Textbook of Anatomy  Upper Limb and Thorax.. Volume 1 (1).pdf
Vishram Singh - Textbook of Anatomy Upper Limb and Thorax.. Volume 1 (1).pdf
ssuserdda66b
 

Último (20)

Introduction to Nonprofit Accounting: The Basics
Introduction to Nonprofit Accounting: The BasicsIntroduction to Nonprofit Accounting: The Basics
Introduction to Nonprofit Accounting: The Basics
 
How to Give a Domain for a Field in Odoo 17
How to Give a Domain for a Field in Odoo 17How to Give a Domain for a Field in Odoo 17
How to Give a Domain for a Field in Odoo 17
 
How to Manage Global Discount in Odoo 17 POS
How to Manage Global Discount in Odoo 17 POSHow to Manage Global Discount in Odoo 17 POS
How to Manage Global Discount in Odoo 17 POS
 
Python Notes for mca i year students osmania university.docx
Python Notes for mca i year students osmania university.docxPython Notes for mca i year students osmania university.docx
Python Notes for mca i year students osmania university.docx
 
TỔNG ÔN TẬP THI VÀO LỚP 10 MÔN TIẾNG ANH NĂM HỌC 2023 - 2024 CÓ ĐÁP ÁN (NGỮ Â...
TỔNG ÔN TẬP THI VÀO LỚP 10 MÔN TIẾNG ANH NĂM HỌC 2023 - 2024 CÓ ĐÁP ÁN (NGỮ Â...TỔNG ÔN TẬP THI VÀO LỚP 10 MÔN TIẾNG ANH NĂM HỌC 2023 - 2024 CÓ ĐÁP ÁN (NGỮ Â...
TỔNG ÔN TẬP THI VÀO LỚP 10 MÔN TIẾNG ANH NĂM HỌC 2023 - 2024 CÓ ĐÁP ÁN (NGỮ Â...
 
Accessible Digital Futures project (20/03/2024)
Accessible Digital Futures project (20/03/2024)Accessible Digital Futures project (20/03/2024)
Accessible Digital Futures project (20/03/2024)
 
Sociology 101 Demonstration of Learning Exhibit
Sociology 101 Demonstration of Learning ExhibitSociology 101 Demonstration of Learning Exhibit
Sociology 101 Demonstration of Learning Exhibit
 
Salient Features of India constitution especially power and functions
Salient Features of India constitution especially power and functionsSalient Features of India constitution especially power and functions
Salient Features of India constitution especially power and functions
 
Spatium Project Simulation student brief
Spatium Project Simulation student briefSpatium Project Simulation student brief
Spatium Project Simulation student brief
 
HMCS Max Bernays Pre-Deployment Brief (May 2024).pptx
HMCS Max Bernays Pre-Deployment Brief (May 2024).pptxHMCS Max Bernays Pre-Deployment Brief (May 2024).pptx
HMCS Max Bernays Pre-Deployment Brief (May 2024).pptx
 
The basics of sentences session 3pptx.pptx
The basics of sentences session 3pptx.pptxThe basics of sentences session 3pptx.pptx
The basics of sentences session 3pptx.pptx
 
Single or Multiple melodic lines structure
Single or Multiple melodic lines structureSingle or Multiple melodic lines structure
Single or Multiple melodic lines structure
 
Dyslexia AI Workshop for Slideshare.pptx
Dyslexia AI Workshop for Slideshare.pptxDyslexia AI Workshop for Slideshare.pptx
Dyslexia AI Workshop for Slideshare.pptx
 
Google Gemini An AI Revolution in Education.pptx
Google Gemini An AI Revolution in Education.pptxGoogle Gemini An AI Revolution in Education.pptx
Google Gemini An AI Revolution in Education.pptx
 
Activity 01 - Artificial Culture (1).pdf
Activity 01 - Artificial Culture (1).pdfActivity 01 - Artificial Culture (1).pdf
Activity 01 - Artificial Culture (1).pdf
 
Key note speaker Neum_Admir Softic_ENG.pdf
Key note speaker Neum_Admir Softic_ENG.pdfKey note speaker Neum_Admir Softic_ENG.pdf
Key note speaker Neum_Admir Softic_ENG.pdf
 
Vishram Singh - Textbook of Anatomy Upper Limb and Thorax.. Volume 1 (1).pdf
Vishram Singh - Textbook of Anatomy  Upper Limb and Thorax.. Volume 1 (1).pdfVishram Singh - Textbook of Anatomy  Upper Limb and Thorax.. Volume 1 (1).pdf
Vishram Singh - Textbook of Anatomy Upper Limb and Thorax.. Volume 1 (1).pdf
 
Basic Civil Engineering first year Notes- Chapter 4 Building.pptx
Basic Civil Engineering first year Notes- Chapter 4 Building.pptxBasic Civil Engineering first year Notes- Chapter 4 Building.pptx
Basic Civil Engineering first year Notes- Chapter 4 Building.pptx
 
Unit-IV- Pharma. Marketing Channels.pptx
Unit-IV- Pharma. Marketing Channels.pptxUnit-IV- Pharma. Marketing Channels.pptx
Unit-IV- Pharma. Marketing Channels.pptx
 
ICT Role in 21st Century Education & its Challenges.pptx
ICT Role in 21st Century Education & its Challenges.pptxICT Role in 21st Century Education & its Challenges.pptx
ICT Role in 21st Century Education & its Challenges.pptx
 

Leading distributed support teams