ÜBER DIESE EPISODE
Jordan Pedraza, VP of Global Support at Handshake, talks about how to improve DEI in customer support organizations and how support leaders can be more inclusive. She shares the amazing work she’s been doing on this front at Handshake over the last 5 years, including specific tactics she’s implemented across hiring, onboarding, career development, policy, and customer experience.
Englisch
Vereinigte Staaten
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VERGANGENE FOLGEN SUCHEN
Vorhandene Folgen von Beyond the Queue: Inside Customer Support durchsuchen.
WEITERE EPISODEN IN DIESEM PODCAST
Angela Raiford, Director of Community Happiness at Patreon, talks about how she uses data and segmentation to support over 7 million users (across B2B and B2C) — with a 50-person team.
Patreon was one of the first companies in the rapidly growing creator membership space. As a support leader there…
Eric Broulette, Director of Global Support at WP Engine, shares his best practices for building and maintaining a relationship between the customer support and product teams. Eric credits this strong relationship at WP Engine as one of the key reasons his team’s support interactions decreased by 5%…
James Baldwin, Director of User Success and Support at Change.org, talks about how he handles unpredictable spikes in ticket volume. James has a ton of experience with this topic because Change.org’s ticket volume is largely tied to world events, which means he can’t always predict when spikes will…
David Kohl, Director of Support at Shopify, shares how he and his team use deep customer understanding to drive merchant growth.
In his 25+ years working in customer support (with a brief foray into sales), David has supported many different types of customers, in several different industries. Eve…
Abby Armada, Customer Support Manager at Flickr, shares why she thinks support leaders should hire agents with unconventional resumes. Abby’s team is full of unconventional support heroes, including former teachers, a bank teller, photographers, retail workers, a geologist, and more. Even Abby hers…
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BEARBEITEN
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