Getting M.O.R.E. from your support team: A 4-step framework for boosting morale

The text discusses the importance of boosting morale and productivity in a customer support team by adopting a growth mindset and looking for M.O.R.E. (Motivation, Optimism, Resilience, and Empathy) in their work. The author, a Senior Customer Support Engineer at Intercom, shares their personal development journey and how they've transformed their relationship with customers and teammates by tapping into these traits. They emphasize the need to find work that blends intrinsic motivation with autonomy, maintain optimism, build resilience, and cultivate empathy to deliver better results and foster stronger relationships with customers. By adopting this framework, support teams can improve morale, reduce burnout, and provide more strategic support that meets customer needs.