关于这个播客 🔗
Welcome to Beyond the Queue, a biweekly podcast by Stonly that looks at the human side of customer support leadership.
In each episode, we talk with customer support leaders from companies like Shopify, Patreon, Gong, Loom, and more about their career journeys, how they build and scale their teams, and what advice they have for up-and-coming support leaders.
We hope you enjoy the show! For more information about Stonly, an interactive guidance platform for self-serve support, visit stonly.com.
In each episode, we talk with customer support leaders from companies like Shopify, Patreon, Gong, Loom, and more about their career journeys, how they build and scale their teams, and what advice they have for up-and-coming support leaders.
We hope you enjoy the show! For more information about Stonly, an interactive guidance platform for self-serve support, visit stonly.com.
更新频率:
every 17 days
平均音频长度:
45 minutes
英语
美国
23 集
自从 2021年4月19日
episodic
最新一集 🔗
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 implem...
以前的节目 🔗
Mo McKibbin, Head of Customer Success at Moxion, explains the concept of high-velocity customer success and how the right mix of human-led and and digital-led processes can help CX teams offer a more personalized experience with fewer resources.
Neil Smith, Senior Director of Support at Iterable, shares how he’s built an effective, efficient, and inclusive interview process that helps him hire a lot of amazing people, fast.
Ben Gardner, Director of Support at Drift, shares his 5-step process for expanding support from a 9-5 model to a 24/7, “follow the sun” model.
Pam Dodrill, Vice President of Customer Support and Success at Zapier, dives into the four tenants that help her team stay weird and authentic at work and how that helps them maintain a high CSAT, high employee engagement scores, and low attrition rates.
Antonio King, Head of Support at Veho, shares how he’s scaling the shipping company’s rapidly-growing support team through a combination of aggressive hiring and establishing key support functions and operations.
In this episode, Antonio discusses how he finds and hires great people at scale, w...
Ashley Sachs, Director of Support and Success at Whereby, shares how she balances agent growth with relentless productivity. With a little inspiration from Ted Lasso, Ashley reveals how she manages that delicate balance, how she helps agents discover their “spark,” and how a culture of growth emp...
Tony Won, Head of Customer Experience at TruPlay Games, shares what he thinks support leaders often get wrong about agent training - and how to fix it.
Tony has worked in the video game industry for over a decade, doing everything from UI/UX design and music composition to leading customer supp...
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. E...
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 the...
免责声明: 本页面嵌入的播客和封面图片来自 Stonly，归其所有者所有，与 Listen Notes, Inc. 无关联，也未获得 Listen Notes, Inc. 背书。
认领这个播客
Why to claim podcasts?
If you are a podcaster, the best way to manage your podcasts on Listen Notes is by claiming your Listen Notes
podcast pages.
It is a great, free way to engage the podcast community and increase the visibility of your podcasts.
After claiming your Listen Notes podcast pages, you will be able to:
✓
Manually refresh the RSS feed to sync up
✓
Get a verified badge (
✓
) alongside with your podcast name on Listen Notes
✓
Post 分类广告 for sponsorship,
guests, co-hosts,
cross-promotion...
✓
Respond to listener comments on Listen Notes
✓
Use speech-to-text techniques to transcribe your show and
edit transcripts
✓
Improve the presence of your podcasts, e.g., self-service
播客创作者访谈...
✓
If you share your Listen Notes page and at-mention @ListenNotes
on X (formerly Twitter),
我们的官方 X（原 Twitter）账户 will retweet to promote
your show to our followers.
Coming soon:
◯ Self-service promotion on Listen Notes
◯ Track your podcast stats on Listen
Notes, e.g., listens, page
views...
◯ Manage episodes
