Customer Support Leaders

225: “In Support, I Believe…” with Simone Secci

225: “In Support, I Believe…” with Simone Secci

Simone Secci shares his Support Belief: It’s not always about giving the customer exactly what they expect. I'd love your thoughts on...

Charlotte

10th September 2021

224: “In Support, I Believe…” with Matt Dale

224: “In Support, I Believe…” with Matt Dale

Matt Dale shares his Support Belief: It’s all about making a human connection. I'd love your thoughts on this episode! Comment below, and...

Charlotte

3rd September 2021

223: “In Support, I Believe…” with Craig Stoss

223: “In Support, I Believe…” with Craig Stoss

Craig Stoss shares his foremost Support Belief: The Customer Experience is the most import consideration I'd love your thoughts on this episode! Comment...

Charlotte

27th August 2021

222: “In Support, I Believe…” with Ryan Klausner

222: “In Support, I Believe…” with Ryan Klausner

Ryan Klausner returns, this time from a new role, to share his most fundamental Support Belief: Agent Experience is as important as Customer...

Charlotte

20th August 2021

221: “In Support, I Believe…” with Charlotte Ward

221: “In Support, I Believe…” with Charlotte Ward

Your very host, Charlotte Ward, tells of her most fundamental Support Belief: Metrics should measure, not rule. I'd love your thoughts on this...

Charlotte

13th August 2021

219: Building a Team from Scratch with Kat Olsheske

219: Building a Team from Scratch with Kat Olsheske

In Kat Olsheske’s first outing on the podcast, she talks about the transferrable skills and knowledge every support leader brings to a new...

Charlotte

15th July 2021

218: Building a Team from Scratch with Adela Bodor

218: Building a Team from Scratch with Adela Bodor

Adela Bodor returns to talk about building a support team from scratch: which she has done multiple times and has down to a...

Charlotte

14th July 2021

217: Building a Team from Scratch with Hilary Dudek

217: Building a Team from Scratch with Hilary Dudek

Hilary Dudek and I haven’t talked in soooo long! She “recently” started a new role at Sana Benefits and joins me to talk...

Charlotte

13th July 2021

216: Building a Team from Scratch with Ashley Sachs

216: Building a Team from Scratch with Ashley Sachs

Ashley Sachs returns to tell us how she prioritised early definition of ‘Operating Principles’ for her nascent team, and how they’re essentially still holding...

Charlotte

12th July 2021

215: Knowledge Management with Craig Stoss

215: Knowledge Management with Craig Stoss

Craig Stoss and I muse about the validity of some of the metrics often applied to Knowledge Centred Support, and talk about the...

Charlotte

9th July 2021