This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. The holidays don’t look the same for everyone. Some teams shut down for a week, while support teams have to keep the queue moving. On global teams, there are even more calendars to juggle, and not everyone experiences this season as joyful. In this episode, Jen talks with Kathy Fava, an experienced support leader with practical ideas for navigating D...
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This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. The holidays don’t look the same for everyone. Some teams shut down for a week, while support teams have to keep the queue moving. On global teams, there are even more calendars to juggle, and not everyone experiences this season as joyful. In this episode, Jen talks with Kathy Fava, an experienced support leader with practical ideas for navigating D...
This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. “Consistent quality review, I think, is better than no quality review.” That’s the principle that guided Stacy Justino, Product Support Manager at PetDesk, when she launched a brand-new QA program for veterinary support in just weeks. Drawing from her experience at companies like Wistia and Loom, Stacy created a lightweight system her team actu...
Live Chat with Jen Weaver
This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. The holidays don’t look the same for everyone. Some teams shut down for a week, while support teams have to keep the queue moving. On global teams, there are even more calendars to juggle, and not everyone experiences this season as joyful. In this episode, Jen talks with Kathy Fava, an experienced support leader with practical ideas for navigating D...
