Customer support is the lifeline of an organization’s relationship with its customers. It’s where problems are solved, trust is built, and loyalty is won. While trust, engagement, and alignment lay the cultural foundation for high-performing teams, Knowledge Management (KM) serves as the structural backbone that drives consistency, scalability,

As customer support and success leaders, we often find ourselves balancing the need to meet immediate performance targets with the longer-term goal of building a high-performing, sustainable team. In a KPI-driven world, it’s easy to become consumed with tracking metrics, but the true challenge lies in using data to