Customer Support Leaders

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

Send us Fan Mail Specials: Fireside 24 Doug and I talked quite some time ago about “All-Hands Support”, which becomes a mini fireside episode today. We talk about the type of industries where this is an appropriate paradigm, and when and how it might be useful. Support the show

Send us Fan Mail Specials: Fireside 23 Josh brings a really interesting topic to the fireside today: specialisms in Customer Support and Service. We talk about everything from expertise to trusted advice. Support the show

Send us Fan Mail Specials: Fireside 22 Jim Israel talks about the dangers of developing a culture of heroism in our teams, despite being the type of folks who always want to help. Support the show

Send us Fan Mail Specials: Fireside 21 Vlad Shlosberg is building a business that enables organisations to better connect with their customers. As a creator of a support/success tool like Foqal.io , how does he connect with his own customers? Support the show

Send us Fan Mail Specials: Fireside 20 Lauren Fearn comes to chat about creating growth opportunities and pathways in Support, so that you can continue to challenge, develop, and ultimately retain your staff. Support the show

Send us Fan Mail Specials: Fireside 19 Hannah Steiman, from Peak Support , joins me today, to talk about how we even begin to consider finding the right outsourcing partner in support, and how we overcome the fear of what might be a strange new world for many fast-growing teams out there. Hannah Steiman is Chief Operating Officer of Peak Support, which provides exceptional customer service outsour...

Send us Fan Mail Specials: Fireside 18 Sharad Khandelwal, co-founder and CEO of Sentisum , joins the podcast today, to talk about accessing valuable insights in all those communications support teams have with their customers. Can AI ultimately solve this by doing the heavy lifting? Support the show

Send us Fan Mail Specials: Fireside 17 Ethan explains how we can apply a scientific approach - semiotic theory - when trying to understand our customers context, and therefore meet them where they are. Support the show

Send us Fan Mail Week 67 Topic: Managing Change Lauren joins me for two milestones: the 200th episode of the podcast, and my birthday! It’s always an interesting chat with Lauren, and her academic background in human genetics and social behaviours.  Here, she brings her expertise to bear in helping us manage change. Always hard, Lauren brings advice on making it easier. Support the show

Send us Fan Mail Week 67 Topic: Managing Change Josh talks about thee easy bits and the challenges in dealing with any change, and how sometimes, the key is in a team that trusts and supports each other. Support the show

Send us Fan Mail Week 67 Topic: Managing Change Adela Bodor joins me for the first time, and from a space I’ve never ventured into beyond the building site: cement! Her organisation has undergone significant transformation over the last few years, and here she talks to me about the changing shape of support and different demands placed on her team.  Support the show

Send us Fan Mail Week 67 Topic: Managing Change Natalie and I are both of the similar mindset that sometimes you just have to ‘do’ the change, rather than get caught up in it too much, and thereby risk being stuck. Support the show

Send us Fan Mail Week 67 Topic: Managing Change Lauren, a previous panelist, returns to the podcast for our first one-to-one chat, where we pick up our conversation on managing change. Lauren believes that providing training on this difficult aspect of leadership shouldn’t be a single course or workshop.  Support the show