I’m quoted in this OfficeVibe piece on avoiding support agent burnout. Engaged agents means longer-lasting agents means less employee churn and a more educated front-line workforce: everybody wins.

Personally, I like writing documentation. At my last job I wrote the documentation for how to do Twitter support, and the training guide.

Now Ben McCormack (Head of Support) is encouraging us to work on our programming skills, so I’ve been spending time going through Learn Python the Hard Way with the team. When we co-work we usually try to do something with that, and we’ve written a few internal Python scripts that we use for various reminder emails.

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