Articles by Randy Miller

Results 1-3 of 3 for Randy Miller
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Better Tech Support in 3 Easy Steps, Part 3

Part 1 of this three-part series looked at assembling the best possible technical support team. Part 2 covers how to reorganize your company in order to take full advantage of your new and improved group. Part 3 concerns taking it to your customers Now that you've done all this work to improve your technical support team, you need to let your custo...

Better Tech Support in 3 Easy Steps, Part 2

Part 1 of this three-part series looked at assembling the best possible technical support team. Part 2 covers how to reorganize your company in order to take full advantage of your new and improved group How well does it normally work when you tell someone to do something? It depends upon your relationship to that person. A complete stranger will...

Better Tech Support in 3 Easy Steps, Part 1

I have been managing the technical support team at Journyx, a timesheet software company, for about 7 years. When I began, we were hemorrhaging angry customers, but now we haven't received a legitimate customer complaint in years Since my experience was in sales and retail management, the first thing I did was ask the CEO and VP of sales what they...

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