February 4th, 2015 by Jordan Sanders (3 min read)

An Account Manager’s Guide to Customer Support Success in FogBugz

Screen Shot 2015-02-03 at 14.56.24I’m Jordan, a new Account Coordinator here at Fog Creek. Over the last few months, I’ve been getting stuck into a plethora of job responsibilities. From answering 50-100 sales and customer service emails each day and helping customers on the phone to conducting various marketing initiatives. It’s a lot to pack in, so I need to be as efficient as possible. I’ve distilled my madness down into these 4 steps so that you too can be successful with customer support in FogBugz.

February 3rd, 2015 by Allison Schwartz (3 min read)

Maintaining Company Culture in a Distributed World – Part 1

distributed_peeps_smallIn May of 2013, after 13 years of being totally New York-centric, Fog Creek opened its doors to remote employees. 20 months later, half our employees (totalling 23) work remotely.
 
Here’s how we’ve taken a culture that always existed in a small, tight-knit office, and made it work in this larger, geographical expanse in which we now exist.

February 2nd, 2015 by Gareth Wilson (7 min read)

dev.life – Interview with Jon Skeet

spectrum_smallIn dev.life, we chat with developers about their passion for programming: how they got into it, what they like to work on and how.
 
Today’s guest is Jon Skeet, a Software Engineer at Google and long-time Stack Overflow contributor.

January 30th, 2015 by Gareth Wilson (6 min read)

Dealing with Angry People – Tech Talk

Dealing with Angry People - Tech Talk (1)In this Tech Talk, Rich Armstrong, our COO and former Support Team Lead, discusses techniques to help you deal with angry people. He covers why anger is, in fact, a gift and talks about the LATTE method of dealing with anger in the right way. The aim of which is to not only solve the customer’s problem but to turn them into a fan.

January 28th, 2015 by Dane Bertram (3 min read)

Improved Cases Menu – Whipping the Filters Menu into Shape

Screenshot of hovering over a saved filter's delete icon in the cases menuIn the last couple of months alone we’ve updated the case page, added postponed cases as well as in-app notifications, personal activity feeds and periodic email notifications. Well now we’ve given the Cases menu (née Filters menu) a functionality face lift too.
 
Read about what’s changed so that you can whip your filters menu into shape.

January 27th, 2015 by Gareth Wilson (1 min read)

Random Meet-ups to Maintain Company Culture with Remote Workers

coffeetime_visualCompany culture is really important. It’s something we know you have to actively work on to build and maintain. This is especially true when you have remote employees. More than half of Fog Creek’s staff now work remotely and this has forced us to re-think a few things. The old bag of tricks, like private offices and catered lunches don’t help remote employees. So we set about coming up with new ways to make sure everyone still feels involved and part of a great company. One initiative we’re trying at the moment is CoffeeTime…

January 23rd, 2015 by Blake Caldwell (11 min read)

Introduction to Docker – Tech Talk and Demo

Docker_Intro_DemoIn this Tech Talk, Blake, a Software Developer here at Fog Creek, gives an introduction to Docker. He covers what Docker is, why you might want to use it, how it works, as well as explaining some key terminology. He finishes up with a few demos demonstrating the functionality of Docker.

January 21st, 2015 by Gareth Wilson (6 min read)

Lessons Learned from Building Liberio – Interview with Cat Noone

Cat Noone - Building LiberioIn this interview with Cat Noone, Chief Design Officer at Liberio, we discuss the lessons learned from building Liberio. We cover how they set out to build an MVP that didn’t compromise on User Experience, the usefulness of their private beta and how to keep focussed even when running side projects.

January 20th, 2015 by Gareth Wilson (4 min read)

7 Tips for Better Developer-Designer Relations

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Typical organizational groupings mean that designers and developers often find themselves in separate teams. And whenever people are separated like this, it’s all too easy for the relationship to become adversarial. A ‘Us vs. Them’ mindset takes hold, leading to a break-down in communication, which gets borne out in poorer products.
 
Here are some practical things you can do to help designers and developers work better together.

January 14th, 2015 by Rich Armstrong (<1 min read)

Ending Your Remote Meetings with Style & Panache

Pow!If you do a lot of Google Hangouts, you might notice that it’s often awkward to end them….
 
Well, forget that. Here’s how the FogBugz team ends their stand-ups.


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