Author: Amy Foo
Amy Foo
Amy Foo is the managing director, Australia & New Zealand, at San Francisco-based CRM software company Zendesk. She also serves as the company’s vice president of finance and oversees global finance shared service and revenue operations. Since joining Zendesk in 2013 as one of the business’s first hires in the APAC region, Amy has helped fuel the evolution of the company’s operations, product innovation, and sales and marketing organizations as well as the organic expansion and acquisitions for five offices – Singapore, Australia, Philippines, India and Japan. In her role as MD of ANZ, she is also responsible for leading the engineering and go-to-market teams, based in Melbourne, which help over 24,000 brands meet the needs and expectations of their customers.
Throughout the COVID-19 pandemic, customer support teams have been on the front line, contending with increased ticket volumes at the same time as having to adapt to changing circumstances and shifting customers’ needs and expectations. With the complexities of remote working added to the mix, it has been a highly pressured time. In these circumstances, the ability of customer support workers to remain effective and avoid burnout depends heavily on the internal environment that their employer creates for them. In Australia, ticket volumes saw an 18% uptick during the COVID-19 pandemic in July. While there are a host of tools,…