Support during COVID
We live in difficult times at the moment, and that has as a result has changed the way we all work. WinMagic Support is no different as we’ve had to change to support our valued customers. To that end, let…
Your Feedback Is Important To Us
For me, the title of this blog entry isn’t just a marketing slogan or a catch phrase. It’s something that I take very seriously because, just like the metrics that I keep track of, acting on feedback from customers allows…
Why I Choose to Let our Employees work from Home
I once worked for a company who didn’t believe in Technical Support employees working from home, despite having all the technology in place to allow that to happen. Their reasoning? Technical Support employees couldn’t be effective if they were not…
Announcing our newly enhanced Customer Portal
Back in November of last year, I was part of a conference call with a European customer who needed some high level reassurance from us. As part of that request, they mentioned that our customer portal could not help them…
How Can I Help You?
Recently, I was on the phone with a customer who asked me this question: “How can we better help you to help us?” That’s a question that I was not used to getting. But it made me think about what…
Yes, I Do Take Support Calls
One of the things that is unusual about me is the fact that I like to take customer support calls. Now you might find that weird as I do run a global support organization, and presumably I have better things…
4 Keys to Building an Independent Support Team
Recently I was on a call with a customer where one of my Team Leads and the Support Agent did most of the talking. Part way through the call, the customer asked me why I wasn’t saying anything. My response…
Sending the Elevator Down for the Next Generation
To be frank, I wouldn’t be where I am right now if I didn’t cross paths with people who believed in me and gave me a chance. Thus I need to send the elevator back down to bring the next…
4 Building Blocks of an Exceptional Customer Experience
Since I became Senior Manager of Technical Support at WinMagic about seven months ago, my mandate has been to take the support organization here to the point where they were consistently delivering an exceptional customer experience. To do that, I…
Future Leaders of Tomorrow Doing Great Stuff Today
Recently, I got the opportunity to be a judge at the Nahani-Glenforest Lego Robotics Competition. This is a competition where groups of grade 1 and 3 students from Nahani Way Public School work with high school students from Glenforest Secondary…
Why Average Handle Time is not a Good Customer Experience
Have you ever called a contact center within a company because you had an issue, and felt like you were being “hurried” off the phone? If you’ve had that experience, there’s a reason for you feeling that way. Which is…
Coaching: The Key Tool for Successful Support Teams
I’m passionate when it comes to coaching and developing a Tech Support team. Because when you make a sincere effort to coach and develop Tech Support agents, it results in a more engaged agent who delivers world class support. One…
