I have been managing the technical support team at Journyx, a timesheet software company, for about 7 years. When I began, we were haemorrhaging angry customers, but now we haven't received a legitimate customer complaint in years.
Since my experience was in sales and retail management, the first thing I did was ask the CEO and VP of sales what they wanted from the tech support team. One of them said, "I'm tired of getting yelled at by customers," and the other said, "I'm tired of seeing the salespeople doing technical support instead of selling."
