How to Improve DEI in Customer Support (feat. Jordan Pedraza)
How to Improve DEI in Customer Support (feat. Jordan Pedraza)
Jordan Pedraza, VP of Global Support at Handshake, talks about how to improve DEI in customer support organizations and ... Read more
6 Apr 2022
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Building a High-Velocity Customer Success Program (feat. Mo McKibbin)
Building a High-Velocity Customer Success Program (feat. Mo McKibbin)
Mo McKibbin, Head of Customer Success at Moxion, explains the concept of high-velocity customer success and how the righ... Read more
8 Mar 2022
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How to Build an Efficient High-Volume Interview Process (feat. Neil Smith)
How to Build an Efficient High-Volume Interview Process (feat. Neil Smith)
Neil Smith, Senior Director of Support at Iterable, shares how he’s built an effective, efficient, and inclusive intervi... Read more
11 Jan 2022
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5 Steps Drift Used to Scale Up to 24/7 Support (feat. Ben Gardner)
5 Steps Drift Used to Scale Up to 24/7 Support (feat. Ben Gardner)
Ben Gardner, Director of Support at Drift, shares his 5-step process for expanding support from a 9-5 model to a 24/7, “... Read more
14 Dec 2021
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How Zapier Boosts Employee Retention and CSAT by 'Keeping Support Weird' (feat. Pam Dodrill)
How Zapier Boosts Employee Retention and CSAT by 'Keeping Support Weird' (feat. Pam Dodrill)
Pam Dodrill, Vice President of Customer Support and Success at Zapier, dives into the four tenants that help her team st... Read more
30 Nov 2021
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How Veho Scaled Their Support Team by 5x in 8 Months (feat. Antonio King)
How Veho Scaled Their Support Team by 5x in 8 Months (feat. Antonio King)
Antonio King, Head of Support at Veho, shares how he’s scaling the shipping company’s rapidly-growing support team throu... Read more
16 Nov 2021
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How to Balance Agent Growth with Relentless Productivity (feat. Ashley Sachs)
How to Balance Agent Growth with Relentless Productivity (feat. Ashley Sachs)
Ashley Sachs, Director of Support and Success at Whereby, shares how she balances agent growth with relentless productiv... Read more
3 Nov 2021
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What Support Leaders Get Wrong About Agent Training and How to Fix It (feat. Tony Won)
What Support Leaders Get Wrong About Agent Training and How to Fix It (feat. Tony Won)
Tony Won, Head of Customer Experience at TruPlay Games, shares what he thinks support leaders often get wrong about agen... Read more
19 Oct 2021
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How Shopify Support Drives Merchant Growth with Deep Customer Understanding (feat. David Kohl)
How Shopify Support Drives Merchant Growth with Deep Customer Understanding (feat. David Kohl)
David Kohl, Director of Support at Shopify, shares how he and his team use deep customer understanding to drive merchant... Read more
5 Oct 2021
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How Patreon Uses Data and Segmentation to Support 7M+ Customers (feat. Angela Raiford)
How Patreon Uses Data and Segmentation to Support 7M+ Customers (feat. Angela Raiford)
Angela Raiford, Director of Community Happiness at Patreon, talks about how she uses data and segmentation to support ov... Read more
21 Sep 2021
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