A Day in the Life of a Support Operations Analyst

In this episode of The Ticket, Customer Support Operations Analyst at Intercom, Kevin Furlong discusses his critical role, focusing on the balance between proactive and reactive work, the importance of data-driven decision-making, and the ongoing need for optimization in customer support tools. Kevin shares insights with Bobby Stapleton, Snr. Director, Human Support, Intercom on change management, cross-functional collaboration with product teams, and the impact of AI on customer support. Watch on YouTube: https://youtu.be/jbFv3XiNQhY?si=_AisMjjiuQTwIz-- 😁 Follow the people: https://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com/in/furlongkevin/ Newsletters: Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productpodcast Follow The Ticket podcast: 🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731 🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9 🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF 💻 RSS Feed https://art19.com/shows/inside-intercom Say hi on 👋 X: https://twitter.com/intercom LinkedIn: https://www.linkedin.com/company/intercom/ Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot www.intercom.com See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.