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General
General

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Corinne Flanagan
Smartsheet Senior Manager of Training, Quality, & Operations

Case Ownership. What type of case ownership model do your support teams employ?

  • Individual - as in the first support team agent to touch the case owns it through the last response from the customer?
  • Team - same as above but a case team handles
  • None - the first agent answers the customer... (More)
Luna Searles
Customer Support Learning and Development Lead

Praise? When a customer DEMANDED to speak to my CEO because the support I provided was that stellar (dusts shoulders off). They then took to Facebook for more praise. It was a great feeling.

The worst was also on Facebook.... (More)

Introducing: Pins for Coaching 📌 🎉

No more scrambling for notes, you can save the scrambling for your morning eggs 🍳

You asked, and we listened! With our Pins for Coaching feature:
📌 add notes on any agent directly into Klaus
📌 pin specific conversations an... (More)