Justin ThomasinCustomer Experience and TechnologyRetain Support AgentsCommon reasons for this boil down to burnout, the feeling of ineffectiveness and lack of accomplishment. Failure to successfully prevent…Jan 11, 2018Jan 11, 2018
Justin ThomasLove the One-On-One MeetingLet’s just say it: one-on-ones meeting are never expected, you expect it at a time when you are doing 500 hundred things.Jan 10, 2018Jan 10, 2018
Justin ThomasRunbook For Emails to CustomersEvery day for a Support Agent is pretty much the same — the client continue to email support tickets with all sorts of problems, you have…Jan 4, 2018Jan 4, 2018
Justin ThomasA Beginners Guide to Email BlacklistingBlacklisting is a term that applies to the practice of identifying spammers based on the IP’s and domains that they send email from, then…Aug 13, 20171Aug 13, 20171
Justin ThomasCongrats New ManagerCongrats on your promotion! You have earned it !! Now What ? Nervous ? Don’t Understand ? Your are not alone !Aug 9, 2017Aug 9, 2017
Justin ThomasIs Your Team Outage Ready ?Handling customer service is a tricky job at the best of times; when things are going really wrong it can be terrifying. Having a plan for…Aug 5, 2017Aug 5, 2017
Justin ThomasHiring for the Customer Service RoleHiring for customer service is the most challenging responsibilities that one can be asked to do. Like most managers in the industry hiring…Jul 31, 2017Jul 31, 2017
Justin ThomasBest Practices for Scheduled MaintenancesAs an infrastructure team, all of us understand that at some point we need to take an important service offline temporarily, for scheduled…Jul 27, 2017Jul 27, 2017