Fostering Team Autonomy at Buffer
Empowering team members can lead to significant performance improvements.
{"company":"Buffer","sections":[{"label":"Situation","title":"The problem","body":"Buffer's customer support team faced a staggering backlog of 1,200 tickets, leading to a response time of over 48 hours. This backlog was causing frustration among customers, and team morale was plummeting as support representatives felt overwhelmed and micromanaged."},{"label":"Decision","title":"What they did","body":"In a bold move, the new manager decided to implement a 'choose your own ticket' system, allowing team members to select which tickets to tackle based on their interest and expertise. This approach empowered the team to take ownership of their work, fostering a sense of autonomy rather than adhering to a strict queue assigned by management."},{"label":"Outcome","title":"The result","body":"Within three…
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