Effective Business Support in Difficult Situations
summary
The talk examines common myths about employee training (too expensive, a single expert has all answers, trained staff will leave) and argues they are incorrect and harmful. It uses a real case study of Parallels’ acquisition of 2X Software to show practical ways to confront these myths and implement effective business-support and staff development in challenging situations.
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chapters (9)
- 0:00Introduction
- 1:33Corporate support challenges
- 3:03Training and process adaptation
- 5:54Engineer soft skills
- 8:00Ticket prioritization and workload
- 10:51Hiring and training new staff
- 12:16Third-line support and documentation
- 13:40Results and metrics
- 15:04Q&A
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