Key Insights

o Greg introduced the concept of "People-first Revenue Generation"  i.e., put People above Process and Technology.

o 5 Metrics that Support leaders should keep track of:

CSAT - Customer Satisfaction

FRT - First Reply Time

Requestor wait time 

Agent Turnover 

Agent satisfaction (Not EPS — Employee Promoter Score).

o Option Bots vs Answer Bots

o Support Challenge --   Companies continue to look at support as a cog which doesn't make sense in a recurring revenue/empowered consumer market. 

o Focus on empowering “both” customers and agents vs ticket deflection — different intent and will likely have different results. 

o Tiered support  will tend to create culture of competition. You need to watch out for that. Instead create culture of collaboration — “serve the person in front of you” i.e., Level 3 coaches Level 2 and so on.

o Customer Experience vs Support Experience 

o Favorite Business Book — “The Service Culture Handbook” by Jeff Toister.