How support leaders can empower their teams to satisfy, delight, and retain customers

Support leaders play a crucial role in empowering their teams to deliver exceptional customer experiences by leveraging both automated and human support. Investing in human support is critical for businesses, as it directly impacts customer satisfaction and ultimately the bottom line. The rise of automation has changed the career landscape for many support professionals, but this also presents opportunities for growth and specialization within the field. By mapping out career paths, rethinking metrics to reflect the work being done by humans, and treating humans like humans, support leaders can create a culture that values their team members' skills and well-being, leading to improved engagement, retention, and overall customer satisfaction.