Ben McCormack

Customer support in tech. Hugger @ FullStory.

Why You Should Optimize Customer Support for Queue-Based Performance

Can you optimize your customer support organization for both speed and quality? See how we create happier support professionals, more loyal customers, and a better quality product....

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Breaking Our Addiction to the Queue

When we’re too focused on managing the customer support queue we can end up not focusing on the overall customer experience. That’s...

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When Working the Support Queue, Less is More

If you’ve ever noticed that it takes an entire day to get through 60 tickets but it also takes an entire day to...

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How I Upped My Support Game With FullStory

This is a shameless post about how using FullStory made doing support a whole lot easier. When I joined FullStory a few months ago,...

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