Charlotte Ward

Customer Support Leaders

Business EN ↓ 370 episodes

Customer Support Leaders have been there, on the front line with customers. They understand how things work, and the value of support. They understand the needs and foibles of their customer base. Unlike most other disciplines, there’s no training for this role. No two CS Leadership roles are alike. No two CS Leaders are alike. So this is our opportunity to hear from those leaders and learn from them. Whether you’re a CS leader now, or you aspire to be, this is the podcast for you! Hear different leaders discuss a topic with me, Charlotte Ward.

Author

Charlotte Ward

Episodes

44: Careers in Support with Mike Redbord 05.03.2020 6:59

Send us Fan Mail Week 9 Topic: Careers in Support Mike Redbord and I talk over how a career can be built in support, within the context of the business. Support the show

43: Careers in Support with Vanessa Subramaniam 04.03.2020 6:23

Send us Fan Mail Week 9 Topic: Careers in Support Vanessa Subramaniam describes how finding your own personal growth opportunities is easier if you think about the company, too. Support the show

42: Careers in Support with Natalie Ruhl 03.03.2020 6:54

Send us Fan Mail Week 9 Topic: Careers in Support Natalie Ruhl and I talk about making a career out of component skills. And quite a lot about apples, too. Support the show

41: Careers in Support with Matt Dale 02.03.2020 6:59

Send us Fan Mail Week 9 Topic: Careers in Support Matt Dale has built processes to manage the flow of good people out of his team, and has learned to be okay with that. Support the show

40: Looking Beyond the Numbers with Mike Redbord 28.02.2020 6:59

Send us Fan Mail Week 8 Topic: Looking Beyond the Numbers Mike Redbord joins me for the first time, to talk about keeping metrics thin, and stories big. Support the show

39: Looking Beyond the Numbers with Meredith Molloy 27.02.2020 7:00

Send us Fan Mail Week 8 Topic: Looking Beyond the Numbers Meredith Molloy shares how goals should be realistic, and work for your team. Support the show

38: Looking Beyond the Numbers with Jenny Dempsey 26.02.2020 7:00

Send us Fan Mail Week 8 Topic: Looking Beyond the Numbers Jenny Dempsey tells a story about ‘number languages’. Support the show

37: Looking Beyond the Numbers with Natalie Ruhl 25.02.2020 6:57

Send us Fan Mail Week 8 Topic: Looking Beyond the Numbers Natalie Ruhl returns to tell how she looks for bigger impact from her team than just ticket metrics. Support the show

36: Looking Beyond the Numbers with Ash Rhodes 24.02.2020 6:21

Send us Fan Mail Week 8 Topic: Looking Beyond the Numbers Ash Rhodes gives compelling reasons to not only listen to your spreadsheet. Support the show

35: Managing Performance Issues with Simone Secci 21.02.2020 6:53

Send us Fan Mail Week 7 Topic: Managing Performance Issues Simone Secci returns to talk about the particular challenges involved in the performance of outsourced teams. Support the show

34: Managing Performance Issues with Brittany Naylor 20.02.2020 6:59

Send us Fan Mail Week 7 Topic: Managing Performance Issues Brittany Naylor describes how different people have different motivating factors that may affect their performance, and how to work with those. Support the show

33: Managing Performance Issues with Josh Magsam 19.02.2020 6:59

Send us Fan Mail Week 7 Topic: Managing Performance Issues Josh Magsam joins me to talk about clarity in performance management. Support the show

32: Managing Performance Issues with Hilary Dudek 18.02.2020 6:08

Send us Fan Mail Week 7 Topic: Managing Performance Issues Hilary Dudek tells me how she likes to coach for positive behaviours, rather than rely on metrics to measure performance. Support the show

31: Managing Performance Issues with Ash Rhodes 17.02.2020 6:57

Send us Fan Mail Week 7 Topic: Managing Performance Issues Ash Rhodes returns to talk about the unknown influences on your folks’ performance, and how we can attempt to manage the resulting issues. Support the show

30: Metrics with Simone Secci 14.02.2020 6:53

Send us Fan Mail Week 6 Topic: Metrics Simone Secci remembers what a struggle he had getting to grips with metrics at first. Support the show

29: Metrics with Chris Taylor 13.02.2020 6:59

Send us Fan Mail Week 6 Topic: Metrics Chris Taylor knows it’s easy to drown in metrics. Support the show

28: Metrics with Meredith Molloy 12.02.2020 7:00

Send us Fan Mail Week 6 Topic: Metrics Meredith Molloy explains a new metric that she believes is a good measure of service from the customer’s point of view. Support the show

27: Metrics with Vanessa Subramaniam 11.02.2020 6:51

Send us Fan Mail Week 6 Topic: Metrics Vanessa Subramaniam explains her customer-centric and data-driven approach to metrics. Support the show

26: Metrics with Craig Stoss 10.02.2020 6:59

Send us Fan Mail Week 6 Topic: Metrics Craig Stoss talks about stories, and the Source of All Truth. Support the show

25: Moving from Doing to Leading the Work with Jenny Dempsey 07.02.2020 6:57

Send us Fan Mail Week 5 Topic: Moving from Doing to Leading the Work Jenny Dempsey likes to be in a queue when needed, but recognises how key it is to trust your team, too. Support the show

24: Moving from Doing to Leading the Work with Hilary Dudek 06.02.2020 5:46

Send us Fan Mail Week 5 Topic: Moving from Doing to Leading the Work Hilary Dudek talks about how she is now challenged in a new organisation with a product set she doesn’t know. Support the show

23: Moving from Doing to Leading the Work with Matt Dale 05.02.2020 7:00

Send us Fan Mail Week 5 Topic: Moving from Doing to Leading the Work Matt Dale returns to talk about why you can’t expect to successfully do two jobs at once. Support the show

22: Moving from Doing to Leading the Work with Natalie Ruhl 04.02.2020 7:00

Send us Fan Mail Week 5 Topic: Moving from Doing to Leading the Work Natalie Ruhl tells how she keeps in touch with the needs of her team. Support the show

21: Moving from Doing to Leading the Work with Ash Rhodes 03.02.2020 5:35

Send us Fan Mail Week 5 Topic: Moving from Doing to Leading the Work Ash Rhodes talks about why he believes a leader should stay in the queue. Support the show

20: Transitioning to Leadership - Personal Perspectives with Simone Secci 31.01.2020 6:59

Send us Fan Mail Week 4 Topic: Personal Stories of Transitioning to Leadership Simone Secci tells us his story, and his recommendations for good resources for CS Leaders. Support the show