Customer Support Leaders
Episodes
58: Building Leaders in Your Team with Josh Magsam
22 Apr 2020
Contributed by Lukas
Send us a textWeek 16 Topic: Building Leaders in Your TeamJosh Magsam returns, and describes how he eventually lets budding leaders make their own mis...
57: Building Leaders in Your Team with Ash Rhodes
21 Apr 2020
Contributed by Lukas
Send us a textWeek 16 Topic: Building Leaders in Your TeamAsh Rhodes believes that potential leaders make themselves known through demonstrating initi...
56: Building Leaders in Your Team with Meredith Molloy
20 Apr 2020
Contributed by Lukas
Send us a textWeek 16 Topic: Building Leaders in Your TeamMeredith Molloy returns to talk about how you spot, and care for a unicorn!
55: Panel: How customer-centric are you?
17 Apr 2020
Contributed by Lukas
Send us a textSpecials: Panel 5Seven leaders join me on this large, diverse panel, talking about what being customer-centric means to them, their team...
54: Panel: Customer communications in a crisis
10 Apr 2020
Contributed by Lukas
Send us a textSpecials: Panel 4Five leaders talk with me about their strategies for communicating with customers during this, and any other, crisis.
53: Panel: Handling layoffs like a human
03 Apr 2020
Contributed by Lukas
Send us a textSpecials: Panel 3:Six leaders join me on this panel, discussing how to handle layoffs, and treat humans with dignity and grace in diffic...
52: Panel: Corona-crisis check-in
27 Mar 2020
Contributed by Lukas
Send us a textSpecials: Panel 2:Five leaders join me in this special episode which concentrates on real experiences in the aftermath of the first esca...
51: Panel: Women Leaders in Support
20 Mar 2020
Contributed by Lukas
Send us a textSpecials: Panel 1:Five leaders join me in this International Women’s Day Special, to talk about Women Leaders in Support, and Women in...
Upcoming Specials
16 Mar 2020
Contributed by Lukas
Send us a textAnnouncing The Specials!
50: Hiring in Support with Josh Magsam
13 Mar 2020
Contributed by Lukas
Send us a textWeek 10 Topic: Hiring in SupportJosh Magsam hires leaders for support programs. Here we talk about finding and assessing those potential...
49: Hiring in Support with Alyssa Percell
12 Mar 2020
Contributed by Lukas
Send us a textWeek 10 Topic: Hiring in SupportAlyssa Percell has a top tip for getting more from the interview process!
48: Hiring in Support with Craig Stoss
11 Mar 2020
Contributed by Lukas
Send us a textWeek 10 Topic: Hiring in SupportCraig Stoss ponders how we might hire for more than a basic job description checklist.
47: Hiring in Support with Kristina King
10 Mar 2020
Contributed by Lukas
Send us a textWeek 10 Topic: Hiring in SupportKristina King uses a 6-month internship to hire people with diverse backgrounds.
46: Hiring in Support with Ulrike Pitzschke
09 Mar 2020
Contributed by Lukas
Send us a textWeek 10 Topic: Hiring in SupportUlrike Pitzschke talks about the challenges of hiring for support in those early startup days.
45: Careers in Support with Kristina King
06 Mar 2020
Contributed by Lukas
Send us a textWeek 9 Topic: Careers in SupportKristina King has put a career structure in place, and we talk about how it benefits the team and the bu...
44: Careers in Support with Mike Redbord
05 Mar 2020
Contributed by Lukas
Send us a textWeek 9 Topic: Careers in SupportMike Redbord and I talk over how a career can be built in support, within the context of the business.
43: Careers in Support with Vanessa Subramaniam
04 Mar 2020
Contributed by Lukas
Send us a textWeek 9 Topic: Careers in SupportVanessa Subramaniam describes how finding your own personal growth opportunities is easier if you think ...
42: Careers in Support with Natalie Ruhl
03 Mar 2020
Contributed by Lukas
Send us a textWeek 9 Topic: Careers in SupportNatalie Ruhl and I talk about making a career out of component skills. And quite a lot about apples, too...
41: Careers in Support with Matt Dale
02 Mar 2020
Contributed by Lukas
Send us a textWeek 9 Topic: Careers in SupportMatt Dale has built processes to manage the flow of good people out of his team, and has learned to be o...
40: Looking Beyond the Numbers with Mike Redbord
28 Feb 2020
Contributed by Lukas
Send us a textWeek 8 Topic: Looking Beyond the NumbersMike Redbord joins me for the first time, to talk about keeping metrics thin, and stories big.
39: Looking Beyond the Numbers with Meredith Molloy
27 Feb 2020
Contributed by Lukas
Send us a textWeek 8 Topic: Looking Beyond the NumbersMeredith Molloy shares how goals should be realistic, and work for your team.
38: Looking Beyond the Numbers with Jenny Dempsey
26 Feb 2020
Contributed by Lukas
Send us a textWeek 8 Topic: Looking Beyond the NumbersJenny Dempsey tells a story about ‘number languages’.
37: Looking Beyond the Numbers with Natalie Ruhl
25 Feb 2020
Contributed by Lukas
Send us a textWeek 8 Topic: Looking Beyond the NumbersNatalie Ruhl returns to tell how she looks for bigger impact from her team than just ticket metr...
36: Looking Beyond the Numbers with Ash Rhodes
24 Feb 2020
Contributed by Lukas
Send us a textWeek 8 Topic: Looking Beyond the NumbersAsh Rhodes gives compelling reasons to not only listen to your spreadsheet.
35: Managing Performance Issues with Simone Secci
21 Feb 2020
Contributed by Lukas
Send us a textWeek 7 Topic: Managing Performance IssuesSimone Secci returns to talk about the particular challenges involved in the performance of out...
34: Managing Performance Issues with Brittany Naylor
20 Feb 2020
Contributed by Lukas
Send us a textWeek 7 Topic: Managing Performance IssuesBrittany Naylor describes how different people have different motivating factors that may affec...
33: Managing Performance Issues with Josh Magsam
19 Feb 2020
Contributed by Lukas
Send us a textWeek 7 Topic: Managing Performance IssuesJosh Magsam joins me to talk about clarity in performance management.
32: Managing Performance Issues with Hilary Dudek
18 Feb 2020
Contributed by Lukas
Send us a textWeek 7 Topic: Managing Performance IssuesHilary Dudek tells me how she likes to coach for positive behaviours, rather than rely on metri...
31: Managing Performance Issues with Ash Rhodes
17 Feb 2020
Contributed by Lukas
Send us a textWeek 7 Topic: Managing Performance IssuesAsh Rhodes returns to talk about the unknown influences on your folks’ performance, and how w...
30: Metrics with Simone Secci
14 Feb 2020
Contributed by Lukas
Send us a textWeek 6 Topic: MetricsSimone Secci remembers what a struggle he had getting to grips with metrics at first.
29: Metrics with Chris Taylor
13 Feb 2020
Contributed by Lukas
Send us a textWeek 6 Topic: MetricsChris Taylor knows it’s easy to drown in metrics.
28: Metrics with Meredith Molloy
12 Feb 2020
Contributed by Lukas
Send us a textWeek 6 Topic: MetricsMeredith Molloy explains a new metric that she believes is a good measure of service from the customer’s point of...
27: Metrics with Vanessa Subramaniam
11 Feb 2020
Contributed by Lukas
Send us a textWeek 6 Topic: MetricsVanessa Subramaniam explains her customer-centric and data-driven approach to metrics.
26: Metrics with Craig Stoss
10 Feb 2020
Contributed by Lukas
Send us a textWeek 6 Topic: MetricsCraig Stoss talks about stories, and the Source of All Truth.
25: Moving from Doing to Leading the Work with Jenny Dempsey
07 Feb 2020
Contributed by Lukas
Send us a textWeek 5 Topic: Moving from Doing to Leading the WorkJenny Dempsey likes to be in a queue when needed, but recognises how key it is to tru...
24: Moving from Doing to Leading the Work with Hilary Dudek
06 Feb 2020
Contributed by Lukas
Send us a textWeek 5 Topic: Moving from Doing to Leading the WorkHilary Dudek talks about how she is now challenged in a new organisation with a produ...
23: Moving from Doing to Leading the Work with Matt Dale
05 Feb 2020
Contributed by Lukas
Send us a textWeek 5 Topic: Moving from Doing to Leading the WorkMatt Dale returns to talk about why you can’t expect to successfully do two jobs at...
22: Moving from Doing to Leading the Work with Natalie Ruhl
04 Feb 2020
Contributed by Lukas
Send us a textWeek 5 Topic: Moving from Doing to Leading the WorkNatalie Ruhl tells how she keeps in touch with the needs of her team.
21: Moving from Doing to Leading the Work with Ash Rhodes
03 Feb 2020
Contributed by Lukas
Send us a textWeek 5 Topic: Moving from Doing to Leading the WorkAsh Rhodes talks about why he believes a leader should stay in the queue.
20: Transitioning to Leadership - Personal Perspectives with Simone Secci
31 Jan 2020
Contributed by Lukas
Send us a textWeek 4 Topic: Personal Stories of Transitioning to LeadershipSimone Secci tells us his story, and his recommendations for good resources...
19: Transitioning to Leadership - Personal Perspectives with Chris Taylor
30 Jan 2020
Contributed by Lukas
Send us a textWeek 4 Topic: Personal Stories of Transitioning to LeadershipChris Taylor didn’t take the route he expected into leadership, and tells...
18: Transitioning to Leadership - Personal Perspectives with Kristina King
29 Jan 2020
Contributed by Lukas
Send us a textWeek 4 Topic: Personal Stories of Transitioning to LeadershipKristina King says we should be vocal about our desire to become leaders.
17: Transitioning to Leadership - Personal Perspectives with Natalie Ruhl
28 Jan 2020
Contributed by Lukas
Send us a textWeek 4 Topic: Personal Stories of Transitioning to LeadershipNatalie Ruhl had a dream….
16: Transitioning to Leadership - Personal Perspectives with Ash Rhodes
27 Jan 2020
Contributed by Lukas
Send us a textWeek 4 Topic: Personal Stories of Transitioning to LeadershipAsh Rhodes talks about his personal story, of bubbling up into leadership, ...
15: Awkward Conversations with Lauren Eimers
24 Jan 2020
Contributed by Lukas
Send us a textWeek 3 Topic: Awkward ConversationsLauren Eimers rounds out the week with the science bit. Great advice on social and biological signals...
14: Awkward Conversations with Matt Dale
23 Jan 2020
Contributed by Lukas
Send us a textWeek 3 Topic: Awkward ConversationsMatt Dale places great importance on prep and space when handling difficult conversations.
13: Awkward Conversations with Meredith Molloy
22 Jan 2020
Contributed by Lukas
Send us a textWeek 3 Topic: Awkward ConversationsMeredith Molloy believes being an IC stands us in good stead for awkward conversations.
12: Awkward Conversations with Ash Rhodes
21 Jan 2020
Contributed by Lukas
Send us a textWeek 3 Topic: Awkward ConversationsAsh Rhodes is much better at handling awkward conversations than he used to be. Thanks goodness!
11: Awkward Conversations with Hilary Dudek
20 Jan 2020
Contributed by Lukas
Send us a textWeek 3 Topic: Awkward ConversationsHilary Dudek needs to practice her poker face. (Also, although the title is “Awkward Conversations ...
10: Future of Support with Jenny Dempsey
17 Jan 2020
Contributed by Lukas
Send us a textWeek 2 Topic: Future of SupportJenny Dempsey returns to talk about her vision for the future, and how pigs can be an experience.
9: Future of Support with Kristina King
16 Jan 2020
Contributed by Lukas
Send us a textWeek 2 Topic: Future of SupportKristina King talks about how innovation is driven in her team.
8: Future of Support with Meredith Molloy
15 Jan 2020
Contributed by Lukas
Send us a textWeek 2 Topic: Future of SupportMeredith Molloy and I come to an (un)surprising conclusion about the future!
7: Future of Support with Vanessa Subramaniam
14 Jan 2020
Contributed by Lukas
Send us a textWeek 2 Topic: Future of SupportVanessa Subramaniam believes the immediate future of support will focus on understanding how each custome...
6: Future of Support with Craig Stoss
13 Jan 2020
Contributed by Lukas
Send us a textWeek 2 Topic: Future of SupportCraig Stoss and I tackled support in 2020 and beyond. How will the IoT and data shape our service?
5: Empathy with Ash Rhodes
10 Jan 2020
Contributed by Lukas
Send us a textWeek 1 Topic: Empathy in Support We round out this week’s topic with Ash Rhodes. How much weight should we place on empathy when we’...
4: Empathy with Craig Stoss
09 Jan 2020
Contributed by Lukas
Send us a textWeek 1 Topic: Empathy in Support Craig and I chewed over customer context and how it relates to empathic support.
3: Empathy with Natalie Ruhl
08 Jan 2020
Contributed by Lukas
Send us a textWeek 1 Topic: Empathy in Support I spoke to Natalie Ruhl about whether empathy is a teachable skill, and how empathy exercises can help...
2: Empathy with Matt Dale
07 Jan 2020
Contributed by Lukas
Send us a textWeek 1 Topic: Empathy in SupportHow important is empathy in support? I spoke to Matt Dale about that and whether you can foster or build...
1: Empathy with Jenny Dempsey
06 Jan 2020
Contributed by Lukas
Send us a textWeek 1 Topic: Empathy in SupportCan you feel too much or too little empathy in support? I spoke to Jenny Dempsey about how this affects ...
Trailer
28 Dec 2019
Contributed by Lukas
Send us a textA little teaser for the new Customer Support Leaders podcast!