Successfully Scaling Support with CloudTalk [Podcast]

In Conversations with Erika Babat, Head of Support at CloudTalk

Erika’s research led her to choose in-house teams, instead of an outsourcing model, as the best path forward for CloudTalk. She was quick to note that each company is unique and how you approach the project will depend on your product, customer, team culture, etc. She explains how structured shifts, segmented customers, and maintaining agent schedules are significant value while scaling and how that helped CloudTalk’s customers. Still, after all of that, she cautions not to declare “success” too soon. Scaling projects are constantly evolving.

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