Customer Support Leaders
Episodes
149: Fireside with Steve Bederman
04 Dec 2020
Contributed by Lukas
Send us a textSpecials: Fireside 9Steve Bederman joins me to talk about omni-channel support, and managing big tool and process changes for larger tea...
148: Fireside with Greg Skirving
27 Nov 2020
Contributed by Lukas
Send us a textSpecials: Fireside 8Greg Skirving describes how the scope of support can creep through the ease of access to a support team.
147: Fireside with Kaylin Bailey
20 Nov 2020
Contributed by Lukas
Send us a textSpecials: Fireside 7Kaylin Bailey returns to talk about productivity in support at all levels - personally, across the organisation, and...
146: Fireside with Tue Søttrup
13 Nov 2020
Contributed by Lukas
Send us a textSpecials: Fireside 6Tue Søttrup helps me kick off this new Fireside season with a conversation about Product-Led Customer Success, and ...
Announcing the Firesides
09 Nov 2020
Contributed by Lukas
Send us a textJust a quick update... and do you happen to know anything about SEO?
145: Diversity and Inclusion with Vanessa Subramaniam
06 Nov 2020
Contributed by Lukas
Send us a textWeek 44 Topic: Diversity and InclusionVanessa Subramaniam talks about the kind of things she might look for when considering whether she...
144: Diversity and Inclusion with Stacy Justino
05 Nov 2020
Contributed by Lukas
Send us a textWeek 44 Topic: Diversity and InclusionStacy Justino has spent time carefully considering the hiring process, right from the job descript...
143: Diversity and Inclusion with Josh Magsam
04 Nov 2020
Contributed by Lukas
Send us a textWeek 44 Topic: Diversity and InclusionJosh Magsam believes a remote workforce encourages diversity, but even largely remote companies ne...
142: Diversity and Inclusion with Antonio King
03 Nov 2020
Contributed by Lukas
Send us a textWeek 44 Topic: Diversity and InclusionAntonio King joins me to talk about the importance of keeping the conversations going, no matter h...
141: Diversity and Inclusion with Ian Jordan
02 Nov 2020
Contributed by Lukas
Send us a textWeek 44 Topic: Diversity and InclusionIan Jordan has successfully driven initiatives that lead to a 50-50 gender split in leadership pos...
140: Scary Support Stories with Todd Curtis
30 Oct 2020
Contributed by Lukas
Send us a textWeek 43 Topic: Scary Support StoriesTodd Curtis tells the scary story that inspired this whole week of terrible tales. I heard this at a...
139: Scary Support Stories with Nancy Dandolos
29 Oct 2020
Contributed by Lukas
Send us a textWeek 43 Topic: Scary Support StoriesNancy Dandolos woke to a nightmare of a chat in ALL CAPS... only it turned out not to be a dream…!
138: Scary Support Stories with Antonio King
28 Oct 2020
Contributed by Lukas
Send us a textWeek 43 Topic: Scary Support StoriesAntonio King digs into the s’mores while telling of the time they oversold the shoes and the syste...
137: Scary Support Stories with Nate Brown
27 Oct 2020
Contributed by Lukas
Send us a textNate Brown tells how he had to join the dark side to get anything like a resolution to a problem with a demonic service provider.
136: Scary Support Stories with Matt Dale
26 Oct 2020
Contributed by Lukas
Send us a textMatt Dale joins me to tell the story of a possessed laptop. And I have rather too much fun with sound effects.
135: Support’s Relationship to Sales with Liz Love
23 Oct 2020
Contributed by Lukas
Send us a textWeek 42 Topic: Support’s Relationship to SalesLiz Love, CCO at ProdPad, comes on the podcast for the first time, to talk about how Pro...
134: Support’s Relationship to Sales with Nicholas Zeisler
22 Oct 2020
Contributed by Lukas
Send us a textWeek 42 Topic: Support’s Relationship to SalesNicholas Zeisler (“Zee” to his friends, and “Zed” to his British friend over her...
133: Support’s Relationship to Sales with Greg Skirving
21 Oct 2020
Contributed by Lukas
Send us a textWeek 42 Topic: Support’s Relationship to SalesGreg Skirving returns to talk about the Three Days with the customer, and how nothing ha...
132: Support’s Relationship to Sales with Natalie Petruch-Trent
20 Oct 2020
Contributed by Lukas
Send us a textWeek 42 Topic: Support’s Relationship to SalesNatalie Petruch-Trent has been a panel guest before, but joins me one-to-one for the fir...
131: Support’s Relationship to Sales with Jason Cutter
19 Oct 2020
Contributed by Lukas
Send us a textWeek 42 Topic: Support’s Relationship to SalesJason Cutter joins me for the first time to talk about how we might bridge what can seem...
130: Support’s Relationship to Product with Ashley Sachs
16 Oct 2020
Contributed by Lukas
Send us a textWeek 41 Topic: Support’s Relationship to ProductAshley Sachs joins me for the first time. We ponder the particular challenges of remot...
129: Support’s Relationship to Product with Andrea Saez
15 Oct 2020
Contributed by Lukas
Send us a text129: Support’s Relationship to Product with Andrea Saez
128: Support’s Relationship to Product with Matt Dale
14 Oct 2020
Contributed by Lukas
Send us a textWeek 41 Topic: Support’s Relationship to ProductMatt Dale returns to the podcast, to share the importance of two-way conversations in ...
127: Support’s Relationship to Product with Craig Stoss
13 Oct 2020
Contributed by Lukas
Send us a textWeek 41 Topic: Support’s Relationship to ProductCraig and I talk about how the Support<->Product loop can be a positively charge...
126: Support’s Relationship to Product with Simone Secci
12 Oct 2020
Contributed by Lukas
Send us a textWeek 41 Topic: Support’s Relationship to ProductSimone and I talk about strategising with Product on how to use customer feedback.
125: Freelancing in Support with Nicole Jackson
09 Oct 2020
Contributed by Lukas
Send us a textWeek 40 Topic: Freelancing in SupportNicole Jackson joins me for the first time, as we explore the balance between creating content and ...
124: Freelancing in Support with Mo McKibbin
08 Oct 2020
Contributed by Lukas
Send us a textWeek 40 Topic: Freelancing in SupportMo McKibbin and I talk about the dark side of freelancing, and how hard it is to sell oneself, and ...
123: Freelancing in Support with Andrei Kamarouski
07 Oct 2020
Contributed by Lukas
Send us a textWeek 40 Topic: Freelancing in SupportAndrei Kamarouski joins me from Belarus, to talk about freelancing as a Zendesk consultant, primari...
122: Freelancing in Support with Jenny Dempsey
06 Oct 2020
Contributed by Lukas
Send us a textWeek 40 Topic: Freelancing in SupportJenny, who was my first ever guest, returns to talk about how her side hustle became a full-time jo...
121: Freelancing in Support with Zeni Bandy
05 Oct 2020
Contributed by Lukas
Send us a textWeek 40 Topic: Freelancing in SupportZeni Bandy returns to talk about how freelancing is a great opportunity to both pivot and learn.
Bonus - INBOUND 2020
28 Sep 2020
Contributed by Lukas
Send us a textWeek 39: Bonus - INBOUND 2020Today I finally get the opportunity to share my session from INBOUND 2020 with you! Thanks to the awesome f...
120: CSAT with Simone Secci
25 Sep 2020
Contributed by Lukas
Send us a textWeek 38 Topic: CSATSimone Secci thinks we should pay particular attention to the negative reviews.
119: CSAT with Chris Taylor
24 Sep 2020
Contributed by Lukas
Send us a textWeek 38 Topic: CSATChris Taylor and I talk about what happens when CSAT takes a turn for the worse.
118: CSAT with Nicholas Zeisler
23 Sep 2020
Contributed by Lukas
Send us a textWeek 38 Topic: CSATNicholas Zeisler joins me for the first time, and we talk about all the levers and at play in a CSAT measure.
117: CSAT with Mo McKibbin
22 Sep 2020
Contributed by Lukas
Send us a textWeek 38 Topic: CSATMo and I spend quite a significant amount of time talking about the value of those smiley faces. And we take an unexp...
116: CSAT with Denise Twum
21 Sep 2020
Contributed by Lukas
Send us a textWeek 38 Topic: CSATDenise Twum talks about how we might look at all the different aspects and influences on any CSAT measure, and how we...
115: Support Scope with Mike Redbord
18 Sep 2020
Contributed by Lukas
Send us a textWeek 37 Topic: Support ScopeMike Redbord believes you can build the scope of Support by saying “Yes” as much as possible!
114: Support Scope with Mo McKibbin
17 Sep 2020
Contributed by Lukas
Send us a textWeek 37 Topic: Support ScopeMo McKibbin and I discuss whether it’s better for a support team to fragment internally to scale, or it’...
113: Support Scope with Craig Stoss
16 Sep 2020
Contributed by Lukas
Send us a textWeek 37 Topic: Support ScopeCraig Stoss talks about how the scope of support evolves over time.
112: Support Scope with Zeni Bandy
15 Sep 2020
Contributed by Lukas
Send us a textWeek 37 Topic: Support ScopeZeni Bandy joins me for our first one-to-one chat, where she recommends setting boundaries early for support...
111: Support Scope with Chris Taylor
14 Sep 2020
Contributed by Lukas
Send us a textWeek 37 Topic: Support ScopeChris Taylor returns to help me figure out how a varied approach to support can drive value for the business...
110: Fireside with Craig Stoss
11 Sep 2020
Contributed by Lukas
Send us a textSpecials: Fireside 5Craig Stoss talks to me about “flipping Support”. And that’s not a Brit euphemism - he really means it: turnin...
109: Panel: If I Knew Then, What I Know Now….
04 Sep 2020
Contributed by Lukas
Send us a textSpecials: Panel 10Five leaders join me to talk about the wonderful, frustrating and elusive nature of hindsight. If only we’d know the...
108: Fireside with Chris Taylor
28 Aug 2020
Contributed by Lukas
Send us a textSpecials: Fireside 4Chris Taylor joins me in the new Customer Support Leaders Fireside series. In these sessions, guests bring their own...
107: Panel: Metrics 2.0
21 Aug 2020
Contributed by Lukas
Send us a textSpecials: Panel 9Five leaders join me to talk about the evolution of metrics in Support - which I’m whimsically calling Metrics 2.0. W...
106: Fireside with Josh Magsam
14 Aug 2020
Contributed by Lukas
Send us a textSpecials: Fireside 3Josh Magsam joins me in the new Customer Support Leaders Fireside series. In these sessions, guests bring their own ...
105: Panel: Support Leadership 2.0
07 Aug 2020
Contributed by Lukas
Send us a textSpecials: Panel 8Six leaders join me to talk about the future of Support Leadership - which I’m whimsically calling Support Leadership...
104: Fireside with Simone Secci
31 Jul 2020
Contributed by Lukas
Send us a textSpecials: Fireside 2Simone Secci is second up in the new Customer Support Leaders Fireside series. In these sessions, guests bring their...
103: Panel: Managing Change
24 Jul 2020
Contributed by Lukas
Send us a textSpecials: Panel 7Six leaders join me to talk about managing change. We come to the conclusion it involves data, a 4-type taxonomy, a wor...
102: Fireside with Ash Rhodes
17 Jul 2020
Contributed by Lukas
Send us a textSpecials: Fireside 1Our new Customer Support Leaders Fireside series kicks off this week! In these sessions, guests bring their own topi...
101: Panel: Return to Normality
09 Jul 2020
Contributed by Lukas
Send us a textSpecials: Panel 6Six leaders join me to talk about the impact of the recent COVID crisis on Support, and how we might return to normalit...
A Small Announcement
06 Jul 2020
Contributed by Lukas
Send us a textOne hundred episodes is a great place to change pace for a few weeks, just like we did at episode 50. So, stay tuned for some more panel...
100: Process Improvement with Alyssa Percell
03 Jul 2020
Contributed by Lukas
Send us a textWeek 26 Topic: Process ImprovementAlyssa gets all “meta” on me, with the idea of having a process for process improvement!
99: Process Improvement with Ash Rhodes
02 Jul 2020
Contributed by Lukas
Send us a textWeek 26 Topic: Process ImprovementAsh and I talk about how a culture willing to accept feedback and examination is best placed to improv...
98: Process Improvement with Matt Dale
01 Jul 2020
Contributed by Lukas
Send us a textWeek 26 Topic: Process ImprovementMatt Dale and I talk about choosing the right time for big changes, and the right time for small impro...
97: Process Improvement with Kaylin Bailey
30 Jun 2020
Contributed by Lukas
Send us a textWeek 26 Topic: Process ImprovementKaylin Bailey and I talk about asking the same question five times, and how we communicate the outcome...
96: Process Improvement with Denise Twum
29 Jun 2020
Contributed by Lukas
Send us a textWeek 26 Topic: Process ImprovementDenise Twum joins me for the first time to talk about the joys of automation!
Bonus - A Little Look Back!
22 Jun 2020
Contributed by Lukas
Send us a textToday, I spend some time looking back at some of my favourite bits. It was so hard to choose. Also, I have a request for you.
95: First 30 Days with Greg Skirving
19 Jun 2020
Contributed by Lukas
Send us a textWeek 24 Topic: First 30 Days in a New RoleGreg Skirving joins me to talk about spending time intentionally building relationships and ob...
94: First 30 Days with Alyssa Percell
18 Jun 2020
Contributed by Lukas
Send us a textWeek 24 Topic: First 30 Days in a New RoleAlyssa Percell and I start talking about ‘new to us’ roles, but unexpectedly dwell more on...
93: First 30 Days with Natalie Ruhl
17 Jun 2020
Contributed by Lukas
Send us a textWeek 24 Topic: First 30 Days in a New RoleNatalie Ruhl and I talk about all those notes you take in the first month, and when it all sta...
92: First 30 Days with Lauren Rose Eimers
16 Jun 2020
Contributed by Lukas
Send us a textWeek 24 Topic: First 30 Days in a New RoleLauren Rose Eimers and I talk about how important it is to listen, so you can learn.
91: First 30 Days with Stacy Justino
15 Jun 2020
Contributed by Lukas
Send us a textWeek 24 Topic: First 30 Days in a New RoleStacy Justino joins the podcast for the first time talk about being patient with ourselves in ...
90: Cross-cultural Support with Josh Magsam
12 Jun 2020
Contributed by Lukas
Send us a textWeek 23 Topic: Cross-cultural SupportJosh Magsam helps me round out the week with an unexpected turn. This time, instead of talking abou...
89: Cross-cultural Support with Simone Secci
11 Jun 2020
Contributed by Lukas
Send us a textWeek 23 Topic: Cross-cultural SupportSimone Secci comes up with a brilliant analogy to the name for subtitling and translation in the mo...
88: Cross-cultural Support with Aurore Lanchart
10 Jun 2020
Contributed by Lukas
Send us a textWeek 23 Topic: Cross-cultural SupportAurore Lanchart has led teams supporting customers across the world, and here wee talk about how cu...
87: Cross-cultural Support with Ulrike Pitzschke
09 Jun 2020
Contributed by Lukas
Send us a textWeek 23 Topic: Cross-cultural SupportUlrike Pitzschke and I compare notes on our respective nationalities and how, in the heart of Europ...
86: Cross-cultural Support with Chris Taylor
07 Jun 2020
Contributed by Lukas
Send us a textWeek 23 Topic: Cross-cultural SupportChris Taylor returns to talk about cross-cultural support, and homes in on customer expectation met...
Throwback to Ep 49: Hiring in Support with Alyssa Percell
05 Jun 2020
Contributed by Lukas
Send us a textWeek 22 Throwback: Hiring in SupportAlyssa Percell has a top tip for getting more from the interview process!
Throwback to Ep 40: Looking Beyond the Numbers with Mike Redbord
04 Jun 2020
Contributed by Lukas
Send us a textWeek 22 Throwback: Looking Beyond the NumbersMike Redbord joins me for the first time, to talk about keeping metrics thin, and stories b...
Throwback to Ep 21: Moving from Doing to Leading the Work with Ash Rhodes
03 Jun 2020
Contributed by Lukas
Send us a textWeek 22 Throwback: Moving from Doing to Leading the WorkAsh Rhodes talks about why he believes a leader should stay in the queue.
Throwback to Ep 6: Future of Support with Craig Stoss
02 Jun 2020
Contributed by Lukas
Send us a textWeek 22 Throwback: Future of SupportCraig Stoss and I tackled support in 2020 and beyond. How will the IoT and data shape our service?
Throwback to Ep 1: Empathy with Jenny Dempsey
01 Jun 2020
Contributed by Lukas
Send us a textWeek 22 Throwback: Empathy in SupportThis week, we're visiting the archives for some of our most popular episodes. We start with ou...
85: Remote Work with Mo McKibbin
29 May 2020
Contributed by Lukas
Send us a textWeek 21 Topic: Remote WorkMo McKibbin and I talk about how well suited CS is to remote work, and how to use Slack like a pro.
84: Remote Work with Craig Stoss
28 May 2020
Contributed by Lukas
Send us a textWeek 21 Topic: Remote WorkCraig Stoss shares his insights on how we communicate with highly distributed teams.
83: Remote Work with Ash Rhodes
27 May 2020
Contributed by Lukas
Send us a textWeek 21 Topic: Remote WorkAsh Rhodes pitched this topic to me with one phrase, and I took him up on his offer.
82: Remote Work with Hilary Dudek
26 May 2020
Contributed by Lukas
Send us a textWeek 21 Topic: Remote WorkHilary Dudek leads a fully remote team, and is currently hiring. We talk about the challenges and non-challeng...
81: Remote Work with Matt Dale
25 May 2020
Contributed by Lukas
Send us a textWeek 21 Topic: Remote WorkMatt Dale is back after a brief sojourn of just one episode (!) to talk about how his organisation transitione...
80: Forecasting in Support with Ash Rhodes
22 May 2020
Contributed by Lukas
Send us a textWeek 20 Topic: Forecasting in SupportAsh Rhodes returns to talk about the uncertainties and vulnerabilities in forecasting.
79: Forecasting in Support with Matt Dale
21 May 2020
Contributed by Lukas
Send us a textWeek 20 Topic: Forecasting in SupportMatt Dale tells how he’s been refining his model for seven years, so don’t go looking for any q...
78: Forecasting in Support with Greg Skirving
20 May 2020
Contributed by Lukas
Send us a textWeek 20 Topic: Forecasting in SupportGreg Skirving talks about how to deal with all the data variance that gives us so much trouble in f...
77: Forecasting in Support with Mike Redbord
19 May 2020
Contributed by Lukas
Send us a textWeek 20 Topic: Forecasting in SupportMike Redboard returns give really specific instructions on how to build a spreadsheet that does a l...
76: Forecasting in Support with Craig Stoss
18 May 2020
Contributed by Lukas
Send us a textWeek 20 Topic: Forecasting in SupportCraig Stoss describes how he maps support load across the day, and looks for markers that might ind...
75: Support Contributing to Revenue with Josh Magsam
15 May 2020
Contributed by Lukas
Send us a textWeek 19 Topic: Support Contributing to RevenueJosh Magsam and I consider how a Voice of the Customer program might be so much more than ...
74: Support Contributing to Revenue with Erica Mancuso
14 May 2020
Contributed by Lukas
Send us a textWeek 19 Topic: Support Contributing to RevenueErica Mancuso talks with me one-to-one for the first time, having guested earlier in the y...
73: Support Contributing to Revenue with Craig Stoss
13 May 2020
Contributed by Lukas
Send us a textWeek 19 Topic: Support Contributing to RevenueCraig Stoss and I talk about recognising the value your product or service brings to your ...
72: Support Contributing to Revenue with Mo McKibbin
12 May 2020
Contributed by Lukas
Send us a textWeek 19 Topic: Support Contributing to RevenueMo McKibbin joins me for the first time to talk about the topic that has defined such a hu...
71: Support Contributing to Revenue with Mike Redbord
11 May 2020
Contributed by Lukas
Send us a textWeek 19 Topic: Support Contributing to RevenueMike Redbord talks about the invaluable information and data your support team is already ...
70: Self-care in Support with Lauren Rose Eimers
08 May 2020
Contributed by Lukas
Send us a textWeek 18 Topic: Self-care in SupportLauren Rose Eimers has a background in genetic counselling, and joins me on the podcast to talk about...
69: Self-care in Support with Hilary Dudek
07 May 2020
Contributed by Lukas
Send us a textWeek 18 Topic: Self-care in SupportHilary Dudek returns to talk about the oxygen mask approach to looking after a team during stressful ...
68: Self-care in Support with Ryan Klausner
06 May 2020
Contributed by Lukas
Send us a textWeek 18 Topic: Self-care in SupportRyan Klausner believes burnout doesn’t always automatically mean time out.
67: Self-care in Support with Greg Skirving
05 May 2020
Contributed by Lukas
Send us a textWeek 18 Topic: Self-care in SupportGreg Skirving references ancient history and how we should work on our perception of time to take gre...
66: Self-care in Support with Ulrike Pitzschke
04 May 2020
Contributed by Lukas
Send us a textWeek 18 Topic: Self-care in SupportUlrike Pitzschke and I talked about self-care before the current coronavirus crisis, but the topic se...
65: Onboarding New Hires with Ackerman
01 May 2020
Contributed by Lukas
Send us a textWeek 17 Topic: Onboarding New HiresAckerman joins me for the first time on the podcast, describing how onboarding should be seen as a wa...
64: Onboarding New Hires with Kaylin Bailey
30 Apr 2020
Contributed by Lukas
Send us a textWeek 17 Topic: Onboarding New HiresKaylin Bailey joins me to talk one-to-one for the first time, where we discuss the value of leaving d...
63: Onboarding New Hires with Craig Stoss
29 Apr 2020
Contributed by Lukas
Send us a textWeek 17 Topic: Onboarding New HiresCraig Stoss and I compare notes as two seasoned Support Leaders who are onboarding at new companies i...
62: Onboarding New Hires with Ash Rhodes
28 Apr 2020
Contributed by Lukas
Send us a textWeek 17 Topic: Onboarding New HiresAsh Rhodes isn’t a List Person, but he knows they’re useful for onboarding. We also find a name f...
61: Onboarding New Hires with Lauren Rose Eimers
27 Apr 2020
Contributed by Lukas
Send us a textWeek 17 Topic: Onboarding New HiresLauren Rose Eimers returns to the show, to tell of the advantages of a strong knowledge base and hiri...
60: Building Leaders in Your Team with Greg Skirving
24 Apr 2020
Contributed by Lukas
Send us a textWeek 16 Topic: Building Leaders in Your TeamGreg Skirving describes the value of “de facto leaders” in our team, and how that’s of...
59: Building Leaders in Your Team with Ryan Klausner
23 Apr 2020
Contributed by Lukas
Send us a textWeek 16 Topic: Building Leaders in Your TeamRyan Klausner makes his debut on a single guest spot, to discuss the importance of investing...