AI-powered
podcast player
Listen to all your favourite podcasts with AI-powered features
3min snip
Brave New Work 11. The Journey To Self-Managing Teams with Doug Seacrist
At Work with The Ready
Transformation to Self-Managed System and Metrics Improvements in Support Organization
The support organization embarked on a journey towards self-management, transitioning from industry standard metrics like call answer rate and speed to answer. Initially achieving 70% answer rate at 1 minute 30 seconds, they realized the need for improvement. After pushing themselves to 80-85% through their efforts, their transformation began in October 2018, leading to exceptional results. Despite challenges and a temporary dip in metrics, they achieved 95-99% answer rates at 15-20 seconds speed to answer. The transformation also resulted in improved efficiency even with a reduced headcount, demonstrating the team's dedication and ability to adapt to change.
00:00
Transcript
Episode notes
Get the Snipd
podcast app
Unlock the knowledge in podcasts with the podcast player of the future.
AI-powered
Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode
Save any
moment
Hear something you like? Tap your headphones to save it with AI-generated key takeaways
Share
& Export
Send highlights to Twitter, WhatsApp or export them to Notion, Readwise & more
AI-powered
podcast player
Listen to all your favourite podcasts with AI-powered features
Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode