Matt Dale is VP of Customer Support at Illuminate Education- an educational software company operating in the US. During the episode, Matt outlines the evolution of the processes that allow his department to service 12 separate products simultaneously. As a result of the steep agent learning curve and extreme seasonality of their business, Matt has focused on keeping his department active and finding new ways to apply agents' skills during down season. Finally, Matt touches on how his number 2's grew from agents to directors and how their career path can be replicated. Happy listening!