Al's Blog

CX Operations Series: eCommerce Edition

• Why I Hire Customer Service Teams from Hospitality & Temp Agencies
• How to Train Temps Like They're Permanent Hires
• Why Your Knowledge Base Sucks (And How to Fix It in a Weekend)
• Helpdesk Migration Playbook: How I Cut Resolution Time by 15%

CX is more than just your Customer Service/Support department—here are some experiences tuning up operations from the Service/Support side.

Quick CX Solutions for Quick Help Centers

My Product Management + UX informed blueprint for accessible help centers in niche ecommerce verticals. Reduced support tickets by 22% for a lean SMB team.

That EX to CX Feedback Loop

There's a super strong feedback loop that gets overlooked at some organizations—here I include data set links that illustrate how important it is.

Is Your Onboarding Strategy a Throwback to 2013 Startup Vibes?

Some CX operations challenges are 100% self-induced by poorly trained and/or burned out CX managers.