Скачать или смотреть A Day in the Life of a Customer Support Operations Analyst

A Customer Support Operations Analyst plays a vital role in optimizing support tools, balancing proactive and reactive work, and making data-driven decisions. In this episode of Intercom’s Podcast: The Ticket, Kevin Furlong joins Bobby Stapleton, Senior Director of Human Support, to discuss the importance of support operations analysts, the evolving impact of AI on customer support, cross-functional collaboration with product teams, and strategies for improving support operations.

🗂️ Chapters
00:00 Introduction to Customer Support Operations
01:02 A Day in the Life of a CS Operations Analyst
02:49 The Need for Dedicated Roles in Support
04:05 Optimizing Tools for Better Customer Experience
06:52 The Importance of Dynamic Systems
08:40 Implementing AI in Support Operations
11:27 Enhancing Reporting with AI
13:21 Change Management in Support Operations
15:48 Data-Driven Decision Making
18:07 Wearing Multiple Hats in Operations
19:04 Staying Customer-Centric
21:24 Cross-Functional Collaboration
23:39 Building Relationships Across Teams
24:35 Adapting to AI Advancements
26:27 Advice for Aspiring Operations Analysts

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