Category: WordPress
-
How to kickstart a tooling initiative in your Support team
Support is expected to be fast, consistent, and smooth for both customers and the team. Sometimes things don’t flow,…
-
Tooling is caring: a Support Manifesto for the AI era
We’re entering a new phase in customer support.AI is rapidly taking over the simple, repetitive tasks. It’s already doing…
-
“Human-powered” as the next big-premium label
We’re entering a weird new phase. AI is everywhere. It writes, it talks, it “supports”. It can even fake…
-
Test-Driven Support: an approach for scalable Support Operations
Some support tasks can be hard, some processes are complex to follow, with many steps, and require lots of…
-
Tooling in support teams: thinking about processes, not just tools
I love working on tooling and automations for teams, detecting patterns, finding complex processes that can be simplified. I…
-
-
WordCamp US 2023 – Washington DC
In August 24-26th, 2023, I had the chance to attend WordCamp US in Washington, D.C. at National Harbor, Maryland,…
-
The Devil is in the details: A gamified approach to train troubleshooting skills
One of the hardest things when training skills in technical support is finding ways to connect theory with practice.…
-
WP Cron and caching plugins: a tale
WP Cron can be a misterious thing, when you check the WordPress docs you will find an explanation like…
