Tier One Blog 15 Aug 2024 AI Will Not Fix a Broken Support Operation There is a lot of pressure on support teams to adopt AI. The promise is increased efficiency and faster responses.… rdbecker
Tier One Blog 15 Jul 2024 Why Support Teams Overcomplicate Escalations Escalations are often treated as a special case, which leads teams to overcomplicate them. Multiple approval steps, unclear ownership, and… rdbecker
Tier One Blog 15 Jun 2024 The Risk of Promoting Your Best Agent Too Soon Promoting top performers into leadership roles feels like the right move. They know the product, they handle tickets well, and… rdbecker
Tier One Blog 15 May 2024 Why “We’ll Figure It Out” Stops Working at Scale Early-stage teams rely on flexibility. Problems come in, someone jumps in, and the team figures it out. That approach works… rdbecker
Tier One Blog 15 Apr 2024 Most Support Teams Don’t Have a Process Problem. They Have a Clarity Problem. When support teams struggle, “process” usually gets blamed. In many cases, the issue is not the absence of a process.… rdbecker
Tier One Blog 15 Mar 2024 The Long-Term Value of a Strong Support Organization Support is often treated as a necessary function rather than a strategic one. That perspective can limit how much value… rdbecker
Tier One Blog 15 Feb 2024 Why Customer Experience Starts with Internal Alignment Customer experience is often discussed as something that happens between a company and its customers. In reality, it is heavily… rdbecker
Tier One Blog 15 Jan 2024 How Automation Actually Helps (and Hurts) Support Teams Automation can improve support operations, but only when it is applied thoughtfully. In the right areas, automation reduces repetitive work… rdbecker
Tier One Blog 15 Dec 2023 The Importance of Clear Escalation Paths Escalations are part of any support operation. The difference between a smooth experience and a frustrating one often comes down… rdbecker
Tier One Blog 15 Nov 2023 Why Hiring Alone Won’t Fix Your Support Problems When a support team starts to struggle, adding headcount is often the first response. While that can provide relief, it… rdbecker
