Jeff Kennon is the Director of Customer Care at NeoNova. Drawing on his 26 years of leadership and customer care experience, he helped build the NeoNova technical support team from the ground up, streamlining it with highly-efficient processes while maintaining a fanatical focus on subscriber satisfaction. In this article, he covers planning and training, how to set realistic goals, clear lines of communication, documentation, measurement and insights, how to celebrate successes, and more. This is valuable advice to help you create or improve your own technical support team from a veteran professional with more than a quarter-century of experience.

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