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Session 502: More Than Overhead: Using Specialization to Foster Team Operations and Efficiency

Thursday, August 6 at 11:30 AM

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Your team is growing and it no longer makes sense for everybody, including your managers, to try to do everything for their own teams, let alone try to do it manually - or any which way they think it best. Lack of uniformity in training and QA approaches by different supervisors, lack of consistency in general, will hurt you in the long run, guaranteed.

Learn how to identify your team's operational needs, create supporting roles, and align said roles with team efficiency and company goals to produce a positive ROI. Andrea Silas will share how her support operations groups have evolved, and how they're contributing to organizational efficiency as well as team happiness.

SupportWorld Live speaker photo for Andrea-Silas

Andrea Silas

VP of Technical Support

DreamHost

As VP of Technical Support at DreamHost, a web hosting company, Andrea's main focus is providing 24/7 support through multiple languages and various channels including email, Live Chat, and social media and self help. Through evolutionary restructuring and a widely distributed team, Andrea has created an omnichannel experience to handle an increasingly connected, technical, and multi-country customer base. Under her direction, DreamHost is constantly recognized for its exceptional customer service.

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