Scaling Support: Dip the Data Bucket Every Day – Workshop on January 22, 2018

We’re pleased to announce the third workshop in a series aimed at sharing best practices in support. The workshops are geared to boosting support skills among all those who support core, plugins, themes, or anything else in the WordPress ecosphere. (Check out the two previous workshops here.) The support team welcomes your ideas for other workshop topics or speakers; feel free to comment here, or give us a ping in Slack.

The workshop

Scaling Support: Dip the Data Bucket Every Day

The best way to provide high-quality support is to have enough well trained and skilled technicians to provide that support. That’s only possible if you know how heavy your support load is and how rapidly its increasing — if at all. The presentation will walk you through my personal strategy of understanding my support team’s support load and how data influences our week-to-week decisions for hiring new support.


Matt Cromwell is Head of Support and Community Outreach at and He is the author of several popular free plugins, and the Lead Organizer of the Advanced WordPress San Diego Meetup and AWP Facebook group, which boasts over 29K members. He’s a popular blogger at his personal site,,, and

When is it?

Monday, January 22, 2018, 18:00 UTC, it will last for about an hour and includes Q&A.

A link to the Zoom teleconference will be provided in the #forums Slack channel about 10 minutes before the session begins.

How do I join?

The session will be run via videoconference. Please download the free Zoom app ahead of time. You can run Zoom on most desktop and mobile devices. Can’t make it? The session will be recorded and the video posted later – keep your eye on this P2.