Marc-Olivier MeunierMarc has spent the past few years putting oil on the fire of a hyper growth ad tech company. At Smartly.io he was in charge of scaling the support and its culture. At Eficode he is now leading an engineering team and running operations. He leads by example and puts a lot of emphasis on diversity and inclusion, constantly working to create a safe environment. A warm leader with a passion for memorable experiences and innovation.
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Reading Time: 2 minutes I’m excited to tell you about Support from HEL, a community of customer support professionals! In February 2020, I was knee deep in Customer Support at Smartly.io and I was wondering why we didn’t have a community of Customer Support professionals that could gather and share insights. I was interested to grow my network, my […]
Reading Time: 3 minutes A while back, I was getting mentoring session with Mike Pegg and he helped me to understand how to create change. When we spoke I was in a situation where creating change was not necessarily so vital, but I kept the lesson with me for the futur. Turns out, the futur is now! Here is […]
Reading Time: 2 minutes Clarity and direction are crucial components of my leadership style. I believe that when employees understand their role in the organization, what they need to deliver, and how their efforts fit into the bigger picture, they are better equipped to focus their efforts on the tasks that matter most. This clarity leads to more meaningful […]
Reading Time: < 1 minute Sometimes my MariaDB database fails and crash. I am not sure why and I am not sure I want to find out why as I am guessing it would require some investigation and it may be above my pay grade. It happens quiet rarely but every now and then it happens and when it does, […]
Reading Time: 2 minutes Leading by example usually means being a role model, and showing others how to behave and conduct themselves in a professional and effective manner. My approach to that is pretty much there with some nuance. I like to show up as a human being and build a safe environment where it’s OK for everyone to […]
Reading Time: 2 minutes I try to formulate my leadership principles in a clear and concise way. It keeps me accountable and helps me to be consistent. Build trust: be consistent in decisions and actions, keep decision making transparent and explain why. Be vulnerable: I’m a human being and I act like one, with my flaws. Sharing my ups […]
Reading Time: < 1 minute To build trust, your decision making should be predictable. To build trust, your decision making should be transparent. To build trust, you want to get your team and you peers on a field trip into the meanders of your brain. You want to invite everyone around into your brain so they understand what to expect […]
Reading Time: < 1 minute Trust is the foundation of relationship in many cultures. When leading a team, a department or a company, you want to make sure all your decision making is as transparent as possible in order to increase the trust in the organization. You destroy trust whenever you let personal choices, motivated by your own advantage come […]
Reading Time: 16 minutes Selecting a BPO for outsourcing a customer support function usually goes through a Request for Proposal (RFP). An RFP can have varying degrees of detail, depending on the companies. For some, the quality control or the tooling may be more important, for some others the language coverage may be the clincher. Why using an RFP? […]
Reading Time: 9 minutes Outsourcing / offshoring? Same same. Don’t get caught up with wording. There is probably a subtle difference. But you are simply looking at paying another company to take care of the support function for you. A BPO is a Business Process of Outsourcing. It’s a company specialized in externalising a whole function. Adopting offshore for […]