Craig Stoss [Source]
About this template
Written by customer experience expert Craig Stoss, this template is designed for recurring support team meetings. The agenda stays high-level and adaptable, with part one focusing on key updates and “quick fire topics,” part two focusing on new projects/initiatives, and part three dedicated to questions and action items.
Stoss recommends keeping your support meetings to under an hour — especially because it can be hard to get the whole team off the support queue at the same time — and making sure the updates are relevant enough to share with the whole team.
Customer Support Team Meeting Agenda
1. Updates or “Quick Fire Topics” - Leader and Relevant Stakeholders (10-15 minutes) If an update does not affect the majority of the team, it probably does not need to be delivered through this channel.
2. [New Project Intro] - Project Leaders (10-20 minutes) This could be a kickoff or update to a project that affects the whole team: implementing a new phone system, overhauling the Help Center content, introducing a new way to triage tickets, etc.
3. Questions and Action Item Assignment - Everyone (10 minutes)
Source: Craig Stoss
When to use this template
Use this agenda to keep everyone on your support team up-to-date on key projects and issues during recurring weekly or bi-weekly team meetings. Make sure everyone sees the agenda beforehand and has the opportunity to add to it.
It’s also useful to look back at notes from the previous meeting to make sure action items have been addressed (or to get a status update on outstanding action items when you meet again). If you don’t need to discuss new projects/initiatives, give your team some time back or use it to show appreciation for team members who are doing outstanding work.