Customer Support Leaders

Send us Fan Mail Week 84 Topic: “In Support, I Believe…” Ryan Klausner returns, this time from a new role, to share his most fundamental Support Belief: Agent Experience is as important as Customer Experience. Support the show

Send us Fan Mail Week 83 Topic: “In Support, I Believe…” Your very host, Charlotte Ward, tells of her most fundamental Support Belief: Metrics should measure, not rule. Support the show

Send us Fan Mail Announcing a new format, based on “ This, I Believe …” Support the show

Send us Fan Mail Week 81 Throwback: Panel 10 Five leaders join me to talk about the wonderful, frustrating and elusive nature of hindsight. If only we’d know then, what we know now. Support the show

Send us Fan Mail Week 81 Throwback: Panel 7 Six leaders join me to talk about managing change. We come to the conclusion it involves data, a 4-type taxonomy, a workshop, and a lot of cheese. Support the show

Send us Fan Mail Week 81 Throwback: Process Improvement Ash and I talk about how a culture willing to accept feedback and examination is best placed to improve on the status quo. Support the show

Send us Fan Mail Week 81 Throwback: First 30 Days in a New Role Alyssa Percell and I start talking about ‘new to us’ roles, but unexpectedly dwell more on the plans we’re forming before we even get in the door. Support the show

Send us Fan Mail Week 81 Throwback: Remote Work Ash Rhodes pitched this topic to me with one phrase, and I took him up on his offer. Support the show

Send us Fan Mail Week 80 Throwback: Forecasting in Support Matt Dale tells how he’s been refining his model for seven years, so don’t go looking for any quick and accurate answers in your first forecasting efforts. Support the show

Send us Fan Mail Week 80 Throwback: Support Contributing to Revenue This is such an interesting topic for most of us, that we’re visiting it twice this Throwback Week!  In this episode from the archives, Mo McKibbin joins me for the first time to talk about the topic that has defined such a huge part of her CS leadership career: Support Driven Growth Support the show

Send us Fan Mail Week 80 Throwback: Support Contributing to Revenue Mike Redbord talks about the invaluable information and data your support team is already gathering, that might very well generate revenue. Support the show

Send us Fan Mail Week 80 Throwback: Onboarding New Hires Ash Rhodes isn’t a List Person, but he knows they’re useful for onboarding. We also find a name for that spyglass thing you do with your hands. Support the show

Send us Fan Mail Week 80 Throwback: Building Leaders in Your Team    Meredith Molloy returns to talk about how you spot, and care for a unicorn! Support the show

Send us Fan Mail Week 79 Topic: Building a Team from Scratch When is a full-time job not a full-time job? When it’s a two-person job! It’s been a while since Matt Dale built a team from scratch, but nonetheless, he returns to round out this week with his own wisdom and perspectives from further on in the journey. Support the show

Send us Fan Mail Week 79 Topic: Building a Team from Scratch In Kat Olsheske’s first outing on the podcast, she talks about the transferrable skills and knowledge every support leader brings to a new team, and what might be different between each team building experience.  Support the show

Send us Fan Mail Week 79 Topic: Building a Team from Scratch Adela Bodor returns to talk about building a support team from scratch: which she has done multiple times and has down to a fine art now! Support the show

Send us Fan Mail Week 79 Topic: Building a Team from Scratch Hilary Dudek and I haven’t talked in soooo long! She “recently” started a new role at Sana Benefits and joins me to talk about what she did first, and what she wishes she had invested in earlier. Support the show

Send us Fan Mail Week 79 Topic: Building a Team from Scratch Ashley returns to tell us how she prioritised early definition of ‘Operating Principles’ for her nascent team, and how they’re essentially still holding strong 4 years on. Support the show

Send us Fan Mail Week 78 Topic: Knowledge Management Craig Stoss and I muse about the validity of some of the metrics often applied to Knowledge Centred Support, and talk about the types of knowledge that apply in different situations. He resurfaces one of my favourite analogies for the difference between a KB and docs, too. Support the show

Send us Fan Mail Week 78 Topic: Knowledge Management Tadas Labudis is the CEO and Founder of Prodsight . Today he returns to tell me about Prodsight’s own knowledge journey: from not believing he needed to document a product to embedding documentation in the product!  Check out Tadas' previous fireside , where he talks about tagging taxonomies for Support!  Support the show

Send us Fan Mail Week 78 Topic: Knowledge Management Simone Secci rebuilt a knowledge base from scratch, banking on being able to show its value much further down the road. It worked! From zero to knowledge hero, Simone talks about his journey. Support the show

Send us Fan Mail Week 78 Topic: Knowledge Management Cynthia Ng describes how GitLab approach all their knowledge with a ‘Handbook First’ ethos, and how their value of Transparency informs everything they do.  Support the show

Send us Fan Mail Week 78 Topic: Knowledge Management Aprill Allen, a Knowledge Management Consultant & KCS Specialist at Knowledge Bird, helps support teams stop being so overloaded with solving the same problems over and over, and start using their knowledge as the lever it really is. How do we even get started on our Knowledge Management journey in Support? Support the show

Send us Fan Mail Specials: Fireside 26 According to “Zee” (if I could only say it), we’re doing CX wrong! Nicholas Zeisler joins again to tell us why we’re doing it wrong, and how to get it right. A man after my own heart, he says it hinges on the process! But how do you leverage process, prove ROI for your Customer Office, and truly develop a customer-centric culture?  Support the show

Send us Fan Mail Specials: Fireside 25 What a conversation! Ash comes on the podcast to talk about job hunting in Customer Support Leadership, but we only get there via comparing consulting notes and his insulting the average British meat pie. Honestly. Support the show