The Meeting Problem
Support agents spend 10-15% of their time in meetings. If those meetings are poorly structured, that is time taken away from helping customers with no return on investment.
The Daily Standup (10 minutes, async)
Replace the daily meeting with an async Slack check-in. Each agent shares: tickets in progress, blockers, and one thing they learned yesterday. This takes 2 minutes to write and 3 minutes to read — saving everyone an hour.
The Weekly Team Sync (30 minutes, video)
Focus on three things: top customer issues this week, process improvements to discuss, and one great support interaction to celebrate. Do not use this meeting for status updates — that is what the async standup is for.
The Monthly Deep Dive (60 minutes, video)
Review monthly metrics trends (not individual numbers), discuss systemic improvements, and share customer insights with product and engineering. Invite a product manager to build cross-team collaboration.
The QA Calibration Session (30 minutes, bi-weekly)
Review 2-3 support interactions as a team. Score them against your QA rubric. Discuss disagreements to align on quality standards. This is the most impactful meeting for improving support quality.
Meeting Hygiene
- Every meeting has an agenda shared 24 hours in advance
- Every meeting has a designated facilitator and note-taker
- Decisions and action items are documented and tracked
- Meetings start and end on time — always
- If a meeting can be an email or Slack post, it should be
