Beyond the Queue: Inside Customer Support
By Stonly
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Category: Management
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Episodes: 23
Description
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.
| Episode | Date |
|---|---|
|
How to Improve DEI in Customer Support (feat. Jordan Pedraza)
|
Apr 06, 2022 |
|
Building a High-Velocity Customer Success Program (feat. Mo McKibbin)
|
Mar 08, 2022 |
|
How to Build an Efficient High-Volume Interview Process (feat. Neil Smith)
|
Jan 11, 2022 |
|
5 Steps Drift Used to Scale Up to 24/7 Support (feat. Ben Gardner)
|
Dec 14, 2021 |
|
How Zapier Boosts Employee Retention and CSAT by 'Keeping Support Weird' (feat. Pam Dodrill)
|
Nov 30, 2021 |
|
How Veho Scaled Their Support Team by 5x in 8 Months (feat. Antonio King)
|
Nov 16, 2021 |
|
How to Balance Agent Growth with Relentless Productivity (feat. Ashley Sachs)
|
Nov 03, 2021 |
|
What Support Leaders Get Wrong About Agent Training and How to Fix It (feat. Tony Won)
|
Oct 19, 2021 |
|
How Shopify Support Drives Merchant Growth with Deep Customer Understanding (feat. David Kohl)
|
Oct 05, 2021 |
|
How Patreon Uses Data and Segmentation to Support 7M+ Customers (feat. Angela Raiford)
|
Sep 21, 2021 |
|
How to Handle Unpredictable Spikes in Ticket Volume (feat. James Baldwin)
|
Sep 07, 2021 |
|
How to Build and Maintain a Relationship with Product (feat. Eric Broulette)
|
Aug 24, 2021 |
|
Why You Should Hire Agents with Unconventional Resumes (feat. Abby Armada)
|
Aug 10, 2021 |
|
How to Get Customer Support a Seat at the Adults Table (feat. Kenji Hayward)
|
Jul 27, 2021 |
|
Why Customer Support Is the Best First Job in Tech (feat. Tom Ronen)
|
Jul 13, 2021 |
|
5 Steps to Spin Up Support for a New Product (feat. Stacy Justino)
|
Jun 22, 2021 |
|
How to Cross-Train Your Support Team with Product, Sales, and More (feat. Matt Dale)
|
Jun 08, 2021 |
|
How to Build and Scale a Happy, Motivated Support Team (feat. Joelle Waksman)
|
May 25, 2021 |
|
What Is “Support Excellence” Anyway? (feat. Oleg Krasnov)
|
May 18, 2021 |
|
How to Coach Your Reps and Customers Like a Winning Sports Team (feat. Matt Gilston)
|
May 11, 2021 |
|
How Loom Crushed a 6x Increase in Support Tickets (feat. Susana de Sousa)
|
May 04, 2021 |
|
How a People-First Mindset Can Transform Your Career in Support (feat. Josh LaMarche)
|
Apr 27, 2021 |
|
Welcome to Beyond the Queue
|
Apr 19, 2021 |