Podcast – Customer Support Leaders

246: Fireside with Ethan Walfish

246: Fireside with Ethan Walfish

Ethan and I discuss the relative merits of our favourite approaches to tagging support conversations. Neither of us is a fan of fluidity...

Charlotte

22nd July 2022

245: Fireside with Valentina Thoerner

245: Fireside with Valentina Thoerner

Val discusses using a personality type such as Gretchen Rubin’s Four Tendencies to help you pull a team together, and work with each...

Charlotte

20th May 2022

244: Fireside with Matt Dale

244: Fireside with Matt Dale

Matt and I have no complaints. Plenty of other people do, though: customers! How do we deal with those complaining customers, whether we...

Charlotte

29th April 2022

243: Fireside with Vaishali Dialani

243: Fireside with Vaishali Dialani

Vaishali Dialani is Head of Customer Experience at NOW Money, a fintech company with a unique customer base and on a mission to...

Charlotte

8th April 2022

242: Fireside with Whitney Brittingham and Aakrit Prasad

242: Fireside with Whitney Brittingham and Aakrit Prasad

Two guests for the price of one today as Whitney Brittingham and Aakrit Prasad join me to discuss the relationship between Product Led...

Charlotte

1st April 2022

241: Fireside with Andrew Ou

241: Fireside with Andrew Ou

Andrew Ou is a UX Strategist/Designer and joins me to discuss the role UX plays in CX, and specifically in Customer Support. He...

Charlotte

25th March 2022

240: Fireside with Reagan Helms

240: Fireside with Reagan Helms

Reagan Helms and I discuss what when you have experienced folks who do not want to step into leadership. How do you develop...

Charlotte

18th March 2022

239: Fireside with Craig Stoss

239: Fireside with Craig Stoss

Craig and I share similarly long tenures in Support - and may even have encountered each other in the wild at one point...

Charlotte

4th March 2022

238: Fireside with Sam Semuhin

238: Fireside with Sam Semuhin

Sam Semuhin returns today to talk about how we can empower our teams to achieve their best selves, deliver their best work, and...

Charlotte

25th February 2022

237: Fireside with Sophie Heller

237: Fireside with Sophie Heller

Sophie Heller joins me from Outschool, which, as you might expect, experienced serious hypergrowth in the wake of COVID-19! Sophie explores how those...

Charlotte

18th February 2022