34 episodes

Customer Support Leaders have often been there, on the front line with customers. They understand how things work, and the value of support. They understand the needs and foibles of their customer base. Unlike most other disciplines, there’s no training for this role. No two CS Leadership roles are alike. No two CS Leaders are alike. So this is our opportunity to hear from those leaders and learn from them. Whether you’re a CS leader now, or you aspire to be, this is the podcast for you. Each week five different leaders discuss a topic with me, Charlotte Ward. Listen and learn every day!

Customer Support Leaders Charlotte Ward

    • Management

Customer Support Leaders have often been there, on the front line with customers. They understand how things work, and the value of support. They understand the needs and foibles of their customer base. Unlike most other disciplines, there’s no training for this role. No two CS Leadership roles are alike. No two CS Leaders are alike. So this is our opportunity to hear from those leaders and learn from them. Whether you’re a CS leader now, or you aspire to be, this is the podcast for you. Each week five different leaders discuss a topic with me, Charlotte Ward. Listen and learn every day!

    33: Managing Performance Issues with Josh Magsam

    33: Managing Performance Issues with Josh Magsam

    Week 7 Topic: Managing Performance IssuesJosh Magsam joins me to talk about clarity in performance management.

    • 6 min
    32: Managing Performance Issues with Hilary Dudek

    32: Managing Performance Issues with Hilary Dudek

    Week 7 Topic: Managing Performance IssuesHilary Dudek tells me how she likes to coach for positive behaviours, rather than rely on metrics to measure performance.

    • 6 min
    31: Managing Performance Issues with Ash Rhodes

    31: Managing Performance Issues with Ash Rhodes

    Week 7 Topic: Managing Performance IssuesAsh Rhodes returns to talk about the unknown influences on your folks’ performance, and how we can attempt to manage the resulting issues.

    • 6 min
    30: Metrics with Simone Secci

    30: Metrics with Simone Secci

    Week 6 Topic: MetricsSimone Secci remembers what a struggle he had getting to grips with metrics at first.

    • 6 min
    29: Metrics with Chris Taylor

    29: Metrics with Chris Taylor

    Week 6 Topic: MetricsChris Taylor knows it’s easy to drown in metrics.

    • 6 min
    28: Metrics with Meredith Molloy

    28: Metrics with Meredith Molloy

    Week 6 Topic: MetricsMeredith Molloy explains a new metric that she believes is a good measure of service from the customer’s point of view.

    • 7 min

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