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15min chapter
A Day in the Life of a Support Operations Analyst
The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Optimizing Support Operations: A Data-Driven Approach
This chapter explores the evolution of customer support roles, emphasizing the shift from reactive to proactive management strategies. It discusses the implementation of skill-based routing and the integration of AI for enhanced conversation categorization, ultimately leading to improved customer experiences. The importance of effective communication, training, and dynamic response to changing customer needs are highlighted as key factors in optimizing support operations.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode