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Unlock the secrets behind the spreadsheets and discover the hidden complexities of customer support with me and my special guest Ash Rhodes. Ash brings his seasoned perspective on the pitfalls of reducing support staff to mere numbers, reminding us of the importance of understanding the real-time dedication required to resolve customer issues. Together, we explore the nuances of ticket handling and the dangers of setting unrealistic performance goals. Ash sheds light on the often-undocumented tasks like research and troubleshooting that contribute to the intricate web of support functions. This episode promises to transform how you view your support team and their invaluable human contributions.

Ash also introduces us to the intriguing concept of "social complexity" in the world of remote work. We discuss the critical role of team dynamics and the challenges of maintaining authentic, empathic communication in virtual environments. Learn why allowing time for social bonds to form can lead to a cohesive and productive team, and how unstructured moments of chatter are not just fluff but fundamental to effective collaboration. Whether you're a support leader or part of a remote team, these insights offer a fresh perspective on fostering a more human-centric and effective work environment.

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