Session 802: The Calm After the Storm: Taking a Disciplined Approach to Growth and Change

Friday, April 13 at 10:15 AM

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Challenges to culture and efficiency are endemic to any growing support team. In this session, Andrea Silas will share the story of how one organization's vertical management structure and metrics-focused approach to performance evaluation have changed throughout a period of explosive growth, requiring a disciplined approach to staffing, management, and the overall organization of a highly distributed support team.

You'll learn which metrics and tools are the most important to track during periods of extreme change and which KPIs can lead you to success in fairer weather. You'll also hear how a tailored onboarding process, on-demand training, and a focus on performance-based quality assurance can increase ROI and reduce both team turnover and customer churn. This case study of a support organization with a 4500:1 customer-to-agent ratio will take your breath away!

Andrea Silas

VP, Technical Support

As VP of Technical Support at DreamHost, a web hosting company, Andrea's main focus is providing 24/7 support through various channels including email, Live Chat, and social media. Through evolutionary restructuring, Andrea has created a Professional Services group and a Social Support team to handle an increasingly connected and technical customer base. Under her direction, DreamHost is constantly recognized for its forward thinking-approach to providing cross-channel support.