In my experience, holding regular knowledge transfer sessions between the Network/3rd line support and front-line support teams can help bridge the gap and foster mutual respect. It's important for team leaders on both sides to set a positive tone and support each other's teams.

2. Enhance Communication Create a shared communication channel: Use tools like Slack, Microsoft Teams, or Jira where both teams can collaborate, share updates, and track issues transparently. Regular sync meetings: Hold bi-weekly or monthly meetings where both teams review common pain points, upcoming projects, and feedback. 3. Align on Goals and Metrics Set joint KPIs: Align teams by setting metrics that measure success in both technical performance and customer satisfaction. For instance, “Average Response Time” for resolving network issues can be shared between both teams. Create common objectives: For example, both teams could collaborate to reduce customer downtime or complaints, incentivizing cooperation.

✅ Fomentar la comunicación directa → Facilitar reuniones periódicas entre ambos equipos para compartir información clave. ✅ Definir objetivos comunes → Alinear métricas de rendimiento y calidad del servicio para garantizar una visión compartida. ✅ Capacitación cruzada → Permitir que los ingenieros comprendan las necesidades del cliente y que el equipo de servicio conozca aspectos técnicos básicos. ✅ Uso de herramientas colaborativas → Implementar plataformas de gestión de tickets y análisis de datos para mejorar la coordinación. ✅ Evaluación continua → Monitorear la efectividad de la colaboración y ajustar estrategias según los resultados.

A few years ago, I was leading a project in a telecommunications company where we faced recurring service outages in a certain region. These issues were affecting hundreds of customers, and complaints were pouring in to our customer service team. One day, I decided to step in and look at the issue from both perspectives. On the Customer Service side, they were overwhelmed with complaints but didn’t have the technical know-how to understand the root cause. It became clear to me that the problem wasn’t just technical—it was a communication gap between the teams.

Struggling to bridge the gap between Customer Service and Network Engineering teams can be challenging, but it’s a common issue in many technical environments. Here's how you can foster better collaboration: 1. Create a Shared Understanding Cross-functional training: Offer basic technical training for Customer Service and customer-focused training for Network Engineers. This helps each team appreciate the other’s challenges and improves empathy. Job shadowing: Have team members from each department spend time with the other team. This deepens their understanding of workflows and responsibilities.