Team meetings

Customer support team meeting template

A simple 3-part agenda to run better customer support team meetings.

Template author

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.

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Sales Team Meeting Agenda

1. Brief the team (5 minutes)

  • Company updates that affect sales

  • Follow up on the questions from previous meetings

2. Team discusses their updates and obstacles (10 minutes)

  • Discuss major leads

  • Break down current metrics

  • Status report

  • Listen for potential hurdles

3. Amplify key wins (5 minutes)

  • Praise salespeople who appreciate public recognition for specific events

  • Allow others to share appreciation

4. Invite ideas, questions and collaboration (5 minutes)

  • Exchange thoughts and ideas

  • Motivate and encourage your team

5. Decide on next steps (5 minutes)

  • Appoint individuals to follow up on important items from meeting

  • Set expectations for the next meeting

6. Close the meeting

  • Summarize the meeting & thank everyone for their time

Source: Salesforce

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1. Metrics review + discussion Show traffic, conversions, mentions, etc. (view dashboard, e.g. Google Analytics) 

  • What’s performing well? What’s under-performing? Any significant keyword movement, social mentions, or backlinks?

2. Content calendar review + discussion Show content calendar 

  • Are there any blockers? Do we need to brainstorm to fill any gaps? Do we need to check in with customer success, product marketing, or product team to get product updates or customer information? Does anyone need any help?

3. Inspiration review + discussion  Look at a great piece of content, either from one of your competitors or a company outside of your industry (assign this to someone before the meeting)

  • What makes it great? What might you want to consider for your upcoming projects? 

4. Additional items

  • Anything else to discuss?

5. Action items 

  • Assign action items and due dates 

 

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