Some support teams have just barely enough people to cover their hours or their ticket volume. But some teams have the luxury of not being so bootstrapped. If that’s you, you may be wondering what your support agents should be doing with their time, when not answering tickets.
Well…. the answer is many, many things! These tasks are not filler, fluff, or frivolity. They are key and core to not only supporting your users and your business, but supporting your team as growing individuals on unique career paths.