Customer Support Leaders

120: CSAT with Simone Secci

120: CSAT with Simone Secci

Simone Secci thinks we should pay particular attention to the negative reviews. I'd love your thoughts on this episode! Comment below, and like/love/share/support if...

Charlotte

25th September 2020

119: CSAT with Chris Taylor

119: CSAT with Chris Taylor

Chris Taylor and I talk about what happens when CSAT takes a turn for the worse. I'd love your thoughts on this episode! Comment...

Charlotte

24th September 2020

118: CSAT with Nicholas Zeisler

118: CSAT with Nicholas Zeisler

Nicholas Zeisler, of Zeisler Consulting, joins me on the podcast for the first time, to talk about how we should pay attention to all the...

Charlotte

23rd September 2020

117: CSAT with Mo McKibbin

117: CSAT with Mo McKibbin

Mo McKibbin and I spend quite a significant amount of time talking about the value of those smiley faces. And we take an unexpected...

Charlotte

22nd September 2020

116: CSAT with Denise Twum

116: CSAT with Denise Twum

Denise Twum talks about how we might look at all the different aspects and influences on any CSAT measure, and how we might react...

Charlotte

21st September 2020

115: Support Scope with Mike Redbord

115: Support Scope with Mike Redbord

Mike Redbord believes you can build the scope of Support by saying “Yes” as much as possible! I'd love your thoughts on this...

Charlotte

18th September 2020

114: Support Scope with Mo McKibbin

114: Support Scope with Mo McKibbin

Mo McKibbin and I discuss whether it’s better for a support team to fragment internally to scale, or it’s better to limit scope...

Charlotte

17th September 2020

113: Support Scope with Craig Stoss

113: Support Scope with Craig Stoss

Craig Stoss talks about how the scope of support evolves over time. I'd love your thoughts on this episode! Comment below, and like/love/share/support...

Charlotte

16th September 2020

112: Support Scope with Zeni Bandy

112: Support Scope with Zeni Bandy

Zeni Bandy joins me for our first one-to-one chat, where she recommends setting boundaries early for support teams. I'd love your thoughts on...

Charlotte

15th September 2020

111: Support Scope with Chris Taylor

111: Support Scope with Chris Taylor

Chris Taylor returns to help me figure out how a varied approach to support can drive value for the business. I'd love...

Charlotte

14th September 2020