Why I'm Launching 'Zero Queue'
Refocusing on support and the the roots that got many of us to where we are today.
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If you’ve been following my work in customer operations and support strategy, you know I’ve been relatively quiet in the last year. It wasn’t burnout, but reflection. I was questioning where the industry was heading, all while working with an amazing new team and building something great.
I realized that my passion for the support world—for turning frustrating queues into smooth, elegant workflows—hasn’t faded. It’s been rekindled.
And that passion has led to a major pivot and a complete rebranding. Today, I’m thrilled to announce the launch of Zero Queue.
The Philosophy Behind Zero Queue
Why “Zero Queue”? It’s more than just a snappy name; it’s a commitment.
The term “Zero Queue” isn’t necessarily about having zero tickets waiting (though we can always dream!). It’s a philosophy of operational excellence. It means eliminating wasted time, friction, and anxiety. It means empowering agents to be heroes, transforming reactive teams into proactive revenue drivers, and ensuring that no customer issue sits waiting longer than absolutely necessary.
This rebranding is a conscious move away from generic “CX optimization” to a hyper-focused strategy dedicated solely to the heart of the business: the support function. It is a return to first principles, built on the hard data and proven methodologies that reduce Time-to-Competency, boost First Contact Resolution, and finally conquer the backlog.
This Is Not Just My Platform—It’s Our Community
But Zero Queue is not just about me sharing insights. It’s about building a collective.
The support world is vibrant, challenging, and requires constant evolution. Whether you are a job seeker looking to break into your first support role, a team lead battling ticket sprawl, or a director trying to justify your headcount—you belong here.
I believe the best support teams are built on shared knowledge, not siloed secrets. This community is designed to be a peer-to-peer ecosystem where we can openly discuss:
Job Seekers: The skills map required to land that first role and ascend the ladder.
Team Builders: The systems, technology, and training needed to turn a collection of individuals into a high-performance machine.
Strategic Leaders: The data and arguments necessary to position support as a strategic partner to the CEO and CFO.
We are here to help each other minimize friction, maximize impact, and elevate the reputation of customer support as a genuine profession.
What’s Coming Next
To kick off this new chapter, we are diving straight into the mechanics of building a world-class team. The first pillar of content you’ll see will focus on the most critical phase of team building: Onboarding.
Our first major piece—the one that drives the “Zero-to-Hero” transformation—is the comprehensive 30-Day Skills Map for Agent Onboarding. We are taking the theoretical and making it actionable, with week-by-week goals that cut Time-to-Competency in half.
I am genuinely excited to embark on this journey with you. Let’s stop just managing queues, and start eliminating them.
Join the conversation—what’s your biggest “queue problem” right now?