Join DreamHost’s VP of Technical Support, Andrea Silas, for a live conversation about the realities of high-volume support, and what it means to successfully lead a high-volume team.
This webinar will take place at 11:00AM ET. Register today!
How to Manage High Ticket Volume at Scale
Customer support is challenging at most companies, but leading a high-volume support team can be especially difficult. Answering a constant stream of questions can be overwhelming, and it impedes your team’s ability to provide personalized and accurate support in a way that meets customers’ expectations.
Join us as we dive deep into the unique challenges support leaders face in high-volume environments and how you can stay on top of things without sacrificing quality or burning out your team. Using real-world examples and insights from our panel of experienced support leaders, we’ll explore how to:
- Provide consistent support experiences quickly
- Optimize your support team’s workflow
- Keep your team productive and happy
- Leverage the latest automation tools and processes
- Make data-driven decisions for continuous improvement
And more!
As the Vice President of Technical Support for DreamHost, Andrea Silas leads a team of highly qualified agents, offering 24/7 support to customers around the globe. Andrea joined the DreamHost family in 2003 and moved into her VP position in 2014, where her main focus is providing near-instantaneous support through multiple languages and various channels, including Live Chat, email, social media, and self-help services. Constantly evolving by anticipating customer needs, and utilizing a team that spans nine countries and across all time zones, Andrea has established a cross-channel experience, greatly helping an increasingly connected, technical, and worldwide customer base. With nearly two decades of experience in Technical Support, Andrea epitomizes empowered leadership as she pursues her ultimate team goal of zero wait-time responses, while continuing to uphold company core values. As a result, DreamHost is consistently recognized for its exceptional customer service.