Category: Training
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Preventing cognitive inertia in support
After solving a complex issue, it’s easy to stay in “deep mode” and overthink the next one. This is…
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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…
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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.…