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

I hooked Craig back, as we kick off 2022 (!), to talk about what is probably top of mind for a lot of...

Craig joins me to talk about one of my passions - data! In this case, what’s useful for your Support team to know,...

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

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

Craig and I wonder whether the perfect email exists, or whether we are just at the whim of the mood of the recipient....

Craig returns to reinforce the idea that "Customer Experience is a mindset, not a department".  We talk about how Support relates to all...

Craig believes one of the challenges with support in a startup environment is that it often begins with people who have never done...

Craig questions me on collaboration with other teams! We cover everything from Product to BPO, and everything in between. I also tell an...

Craig Stoss joins me again to talk about providing support through social media channels, and some of our common frustrations as customers who...