Challenges and opportunities when scaling customer support - remotely
Imagine you had to shut down your offices for a month. Maybe because the floor got flooded and needs to be refurbished. Would you have to scramble to find a new physical location for your team? Or could you operate remotely, having everyone collaborate from home/their favourite coffee shop?
Remote practices aren't only helpful for fully remote companies. They can add an extra layer of adaptability to your co-located company. And that's exactly what I talked about at the Customer First Summit: Why and how to build your remote support team.
At the end of the day, the success of your remote team depends on the integrity and the involvement of the leadership team. Things don't "just happen" when everyone is remote. You need to put the structures and processes in place that help things to happen. The talk focusses on customer support, but most of the advice is just as valid for development teams, HR, sales teams or any other team for that matter.
You can find the recording on the summit's website.
The slides are available here: Scaling customer support - remotely from Valentina Thörner