• Reducing Bias In Reviews

    Bias is a natural part of the human experience. It is the result of the mental shortcuts and judgments we make in order to navigate the world around us. These biases can be positive or negative, and they can influence our decisions and actions in both conscious and unconscious ways.

  • Teamwork as a marker for quality

    Teamwork makes the dream work. I recently spoke to a friend of mine; how well are students taught to work as a team these days? His opinion: academics are taught to focus on individual performance rather than real-life examples of how to work together. I can see his point: students must rely only on their ability to solve an exam independently rather than be able to source answers from a group. And when they do work in a group, often it’s the individual contribution that gets scored. This kind of undereducation leads to workers who struggle to see the bigger picture and are more likely to underperform.

  • Customer Support for WordPress Developers

    Hey WordPress developer!

    I know you create beautiful products. I also know you care deeply about the WordPress environment. And lastly: I know that doing support is not your favourite part of the job.

    What you need is a decent guide to doing WordPress specific Customer Support. Handy, actionable advice that is going to make your business better – from someone who has been in the field for over a decade.

    Good thing, then, that I am writing exactly that resource. It will contain everything from how to do support on WordPress.org, which platforms to use, and communication best practices. This is going to be especially helpful for individual developers, and small to medium-sized teams.

    The tentative release date will be Friday, April 8th 2022. If you’d like to be kept in the loop of the official release date and be among the first to get your hands on a copy, sign up for updates below!

  • 3 Skills Every Support Agent Should Have

    If you’re looking to build out your customer support team and hone in on their overall quality, there are several skills that your agents need to have.

    High-quality support does not look the same for every company, yet some common areas should typically score high when reviewing your support agents.

  • Defining Quality In Customer Support

    A never ending question for folks in the Customer Support world is: “How do we increase the quality of our replies?”. You want your customers to get the best possible service, and you want your agents to know how to provide that level of quality.

    Before you can get to the ‘how’, however, you’ll need to look at your ‘what’. What exactly constitutes a quality reply?

  • Creating a scorecard that works for your business

    Creating a quality assessment scorecard that suits your business is something not all Customer Support teams do. Some feel their team is too small, others do not see the value in assessing quality as a specific metric.

    In my opinion, however, these scorecards are what make a support team reach new levels of high quality. If you want to change something for the better, you’ll want to measure it first.