Welcome to L12 Solutions

Companies often assume Support is a fixed-cost that rises linearly with the growth of their customer base. This is a fallacy, but one that can persist operationally at companies for many years. It’s doubly tragic because those in budgeting and operations are often unaware that…

Here is a basic outline of an organization’s customer support goals, objectives, strategies, and tactics. Use this as a template to refine your message and to deliver the right results at the right time. Your finished product here should be 3-4 pages.* Our Goal at…

If you have read through some of my favorite sayings, one might stand out to you: “Our Daily Ticket Goal is Zero”. This usually raises eyebrows. Often instead you’ll hear ‘goals’ of “less tickets”, or “let’s reduce tickets in half”. Recall that goals should be…

Below are some of my favorite sayings. These are all mine, but I have been inspired by many others. If they work for you and your department, feel free to use them. Your Knowledge Base is your Best Worker. Think about it. It never sleeps,…

See end of this post to get a free PDF poster for your call center, contact center, or desktop wallpaper to help remind your customer service agents what phrases they should avoid before they get too deep in the weeds. When writing to clients or…