Notes on training teams to use software — and honest dispatches from building the product.
HR owns onboarding but doesn't own the tools. The result is a week-one experience assembled from other teams' stale wiki pages — and an inbox full of 'quick questions' by Thursday.
Read itEvery RevOps team fights the same war: the pipeline review where half the close dates are fiction. The usual weapons — mandatory fields, nagging, dashboards of shame — all miss the actual cause.
Read itSupport has the tightest ramp problem in the company: every day a new agent isn't answering tickets, everyone else's queue gets worse. Here's what the fast teams do differently.
Read itThe recorder worked in the demo. It passed 32 tests. And we still turned it off, because the web had other plans. A post-mortem on record-and-replay, and what we kept.
Read itEvery team documents processes one of three ways: screenshots, screen recordings, or something interactive. Each one fails differently. Here's an honest map of the tradeoffs, including when we'd tell you not to use our category.
Read itMost CRM onboarding is a two-hour walkthrough on day one, followed by three weeks of Slack questions. Here's a day-by-day plan built around a different principle: nobody learns a tool by watching it.
Read itYour team's training content is probably fine. It's just somewhere else — and 'somewhere else' is the one place help can't compete with asking the person next to you.
Read it