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Podcast • Episode #277

277: Reducing Escalations Through Strategic Engineering Partnerships; with Robert Cabral

Charlotte Ward and Robert Cabral reveal how strategic engineering partnerships cut escalations from 40% to under 10%. Learn to use data, taxonomy, and embedded “support champions” to boost empathy, speed resolution, and build smarter, more proactive technical support.

OperationsRobert Cabral

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Latest articles

Tales, insights, and wisdom from real support leaders

November 11, 2025 • Alec Moloney

Rethinking Leadership for the Age of Emotional Fluency

Why today’s best leaders aren’t just strategic - they’re emotionally fluent. Learn how empathy and authenticity drive stronger teams, better outcomes, and more human organisations.

Choosing Tools Wisely

Empathy in Support

Simply the "Best"

Support leadership podcast

Our most-listened episodes are only one click away

Podcast • Episode #1

1: Empathy with Jenny Dempsey

Explore the significance of empathy in customer support with Jenny Dempsey, highlighting its importance, how to foster it in teams, and strategies for hiring empathetic individuals in various roles.

Empathyjenny-dempsey

Podcast • Episode #249

249: Fireside with Mike Redbord

Mike Redbord tells me how to show the actual value to the business in providing support to those users of your product or service who are on free or unpaid plans.

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