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Growth Support
Приєднався 13 вер 2023
Customer Insights with Ilai Szpiezak
Voice of the Customer (VoC) programs have been around for a LONG time. But why is it only now that the buzz around the need for VoC is greater than ever?
Ilai Szpiezak, joins me to talk about his experience from the perspective of VoC tooling and about the layers of what a VoC program should entail.
How can we best listen to customers?
What does VoC actually mean?
Who owns it?
We're covering a lot about the sea of feedback in this one, and I hope you enjoy!
Ilai Szpiezak, joins me to talk about his experience from the perspective of VoC tooling and about the layers of what a VoC program should entail.
How can we best listen to customers?
What does VoC actually mean?
Who owns it?
We're covering a lot about the sea of feedback in this one, and I hope you enjoy!
Переглядів: 15
Відео
Scaling People with Reagan Helms
Переглядів 1321 день тому
Growing with an organization can come with many different phases. Reagan Helms, VP of Customer Experience @ Planning Center joins me to share his experience from Agent to VP, and how he has thought about growing his teams. We're talking: - When to start growing / scaling your teams - When to think about moving from Generalist to Specialists - Hiring External vs. Internally - Delegation and Trus...
Being a Cost Center with Brian Levine
Переглядів 24Місяць тому
Hot Take 🌶️ Support is a cost center. But.. is it really a hot take? Brian Levine, Co-Founder of Yetto joins me for this conversation to talk about understanding the reality of what Support is, and how we can best leverage that fact to focus on what matters. It's time to break the stigma, and be comfortable! It's. Not. A. Bad. Thing. Check out the articles we referenced here: 1. Part 1: www.yet...
The Value of Support with Nando Steenhuis | Growth Support Podcast Ep. 28
Переглядів 59Місяць тому
Nando Steenhuis, Co-Founder and CEO of @AIHRAcademytoInnovateHR joins me to share his perspective from the side of the business on: - Support as a cost center (or not) - How to approach the business to build value - What to report back into the business - Building a culture of customer-centericity With this unique perspective, Support Leaders can get an edge on becoming a better business partne...
Planning for 2025 with Conor Pendergrast
Переглядів 40Місяць тому
2025 is around the corner! Are you ready? Conor joins me for a conversation about how to evaluate your current state of Support and how to go about planning for 2025. We dive into the key areas of focus and get into the gritty details of: 1. Evaluating your operations 2. The self-service and proactive experience 3. Defining people needs 4. Working across teams 5. Understanding business needs 6....
Defining Values with Paul Tucker
Переглядів 82 місяці тому
We talk about values all the time! But do we live by them? Who do they serve? Paul Tucker joins me in this episode to talk about Company values, and what they can mean for the humans in your organization. We talk about: - What are good values? - The process of defining values to drive behavior, or rather: culture - What are some best practices in choosing which values are right for you? - And, ...
Motivation and great experiences... as cheap as possible? | Support Q&A
Переглядів 52 місяці тому
For the Support Q&A, we got asked the question: How can you keep your soul as a support professional and strive to create high quality customer experiences, when most exec teams are focused primarily on how to provide customer support as cheaply as possible? So let's talk about it! Have your own question to ask? Ask here: forms.gle/qwpBJnyd5Fhx9QBo7
Skills That Transfer with Jared Call
Переглядів 162 місяці тому
There are so many skills that you pick up throughout your time in Support, and in many instances those roles can also feel wildly unique. Jared Call joins me for a conversation around his experience, and how, though unique, there are many things that you can take with you into the future. Hope you enjoy!
Building a Taxonomy with Nick Cannariato
Переглядів 532 місяці тому
Nick Cannariato, Co-Founder of Yetto, joins me to talk about creating tag taxonomies and best practices around structuring your support data. Join us as we talk through: 🏷️ Who your taxonomy should serve 🏷️ How to structure your data 🏷️ Ways to reduce friction for the Agent Experience 🏷️ Things to avoid to reduce data debt 🏷️ and so many more great things!
Starting with AI with Mike Heap
Переглядів 373 місяці тому
Feeling lost with how to get started with AI, or if you even should? Mike Heap, CO-Founder of @usemyaskai, joined me for a conversation about getting started with AI and shared his experience with preparing for, and implementing it. In this conversations, we talked about topics such as: - How AI has changed the way we work - Steps on how to determine if AI is right for you (or not) - What to do...
Navigating your team through change with Sam Siskind | Tettra Talks
Переглядів 533 місяці тому
Change happens so often! And as leaders or operators, helping your team navigate change can be tricky. In this talk with Sam Siskind, Head of Operations at @teamtettra - We're going through some very practical things that you can do to help make these changes smoother. Whether that's updating ticket fields, implementing a whole new process, or even going through an organizational change. We'll ...
Support & Success with Jen Weaver
Переглядів 184 місяці тому
We're back with another Growth Support episode! This time with Jen Weaver, CSM at Tettra sharing her experience transitioning from Support to Success and some of the fundamentals surrounding both. This conversation is great for those starting out, and for those exploring some basic steps on how to make the transition from someone who has made the transition themselves. We talked about: 📌 What i...
What is Knowledge Management? with Jen Weaver | Tettra Talks
Переглядів 245 місяців тому
Starting your knowledge journey, or looking to take the deep dive? Join Jen and I as we talk through what knowledge management is, how to get started and run through the foundational skills you need to hit the ground running! This video is sponsored by Tettra, an AI powered knowledge management system that helps you answer repetitive questions and onboard new teammates faster, curate company in...
Relationship Building with Steve Tondé
Переглядів 455 місяців тому
Join Steve and I as we talk about the importance of building relations within your organization and the many benefits that come along with that. How do you build relations with your team on a continuous basis? How about with those that may not be as receptive to you? These are some of the questions we talk through and more! #customersupport #leadership #buildingrelationships
[LIVE] Measuring Support Outcomes with Tom Sweeny & Emre Tekoglu
Переглядів 185 місяців тому
Recorded from LinkedIn Live, Tom Sweeny, Emre Tekoglu, and Neal Travis talk through what it means to drive business outcomes from Support, how to connect your team to those outcomes, and more! #customerservice #customersupport #business
Creating Community with Lizzie Keiper
Переглядів 256 місяців тому
Creating Community with Lizzie Keiper
Ticket Prevention with Rolf Middendorp
Переглядів 417 місяців тому
Ticket Prevention with Rolf Middendorp
Setting the Standard with Sarah Caminiti
Переглядів 398 місяців тому
Setting the Standard with Sarah Caminiti
From Strategy to Action with Andrew Ríos
Переглядів 1510 місяців тому
From Strategy to Action with Andrew Ríos
Getting Into Support Ops with Sarah Cullerton
Переглядів 55Рік тому
Getting Into Support Ops with Sarah Cullerton
Shifts in SAAS Support with Maxime Manseau
Переглядів 54Рік тому
Shifts in SAAS Support with Maxime Manseau
Reports People Will Love with Andrew Ríos
Переглядів 105Рік тому
Reports People Will Love with Andrew Ríos
Neal, great questions! Loved hearing Nando's thoughts on CX/Support. Overall very engaging episode.
@@maximsinnema2105 Thank you Max!! Really appreciate that
Sam is the best. Such great ways on managing change with support teams.
Amazing! Thanks Neal & Jen!
Alex is a great leader, great choice bringing him on
This was fun. ❤❤❤
It definitely was! Thanks for joining and sharing your thoughts!
I had such a great time talking with you about this topic!
The old school TV in the background!