PODCAST

Growth Support

Practical conversations about how to build a career in Support, create great customer experiences, and become a better business partner.

business careers

All Episodes

00:30:47

Skills & Strategies with Conor Pendergrast

Growth Support ·

2025/03/19

The skills you need to be a more strategic CX leader today!

Adapting Support with Brittany Ferguson

Growth Support ·

2025/02/27

What's it like working in Support for so many different industries? What about Startups?Brittany Ferguson joins this conversation to talk about just that!Brittany is a CX leader that has worked in almost every industry included non-profit, defense, healthcare, and more.We talked about:What it's like to change from industry to industryWhat its like working in a startupHow you can adapt support to your needsAnd about tools that you can use to be successful.

Community & Mentors with Hilary Dudek

Growth Support ·

2025/02/18

Join Hilary Dudek and I as we talk about leveraging the Community and Mentors for growth in your career.We're talking helpers helping helpers! Some points we talked through are:Finding a mentorMaximizing mentorship opportunitiesHow to make the most of the Community around youBringing your authentic selfHope you enjoy this conversation as much as I did!You can also find both Hilary, me, and many other mentors at https://mentorscx.com/

Value and Friction woth Craig Stoss

Growth Support ·

2025/02/12

We're measuring the customer experience wrong. Traditionally we use metrics that focus so much on how we handle the experience, but we don't measure the real value customers receive.That's exactly what Craig Stoss, VP, Partnerships and Success at KODIF, joins me to talk through!What is friction in the customer experience?When is it acceptable?Where should we cut it out?And how can we maximize value for customers(and more)Here is the original article that sparked the conversation, and is referenced

Support OKRs with Stacy Justino

Growth Support ·

2025/02/04

Ever thought you're just stuck in the day-to-day? Then you tried to move the team forward? Enter: Objectives and Key Results (OKRs)Stacy Justino joins me to talk through how to set your team up for success with OKRs and get them involved in the process.What's worked?What doesn't?How do you stay consistent?These are all questions we'll talk through in this really practical conversation around goal setting with your teams.

Support Skill Sets with Thibaut Martin

Growth Support ·

2025/01/29

What does it mean to be a solid Support Specialist?Thibaut Martin, COO & Co-founder of Smart Role joins me for a conversation to talk about the key skills that it takes to be in Support, and how to develop them.We're talking about:How old-school training has worked, and what developing new reps looks likeWhat the key skills every rep needs areThe impact on AI and the skill development of repsand much more!Hope you enjoy this conversation, and let us know: What do you think it takes to be a great

Internal Quality with Kateryna Shelest

Growth Support ·

2025/01/29

CSAT doesn't paint the whole picture.Kateryna Shelest, Co-Founder & CEO of Katico, joins me for this conversation to talk about Internal Quality and how it can be a much more comprehensive view into the success of your teams.We talked about when to get started with quality, the different stages, and what to look for in conversations.Katico is a boutique consulting firm designed to keep your support systems optimized for success with all-in-one services. Check them out here

Support Content with Maring Eberlein

Growth Support ·

2025/01/28

Meet Maring 👋 Maring is a Support Content consultant with years of expertise in creating Support Content strategy. Fully managing Help Centers and the self-service experience.In this conversation, we explore her journey, talk about the benefits of Support content, and how you can also get started with a deeper understanding.Maring also just released a certificate program: Fundamentals of Support Content which I would HIGHLY recommend to anyone getting started in the space. Check it out hereOr you

Customer Insights with Ilai Szpiezak

Growth Support ·

2024/12/12

Voice of the Customer (VoC) programs have been around for a LONG time. But why is it only now that the buzz around the need for VoC is greater than ever?Ilai Szpiezak, joins me to talk about his experience from the perspective of VoC tooling and about the layers of what a VoC program should entail.How can we best listen to customers?What does VoC actually mean?Who owns it?We're covering a lot about the sea of feedback in this one, and I hope you enjoy!

Being a Cost Center with Brian Levine

Growth Support ·

2024/11/21

Hot Take 🌶️ Support is a cost center. But.. is it really a hot take?Brian Levine, Co-Founder of Yetto joins me for this conversation to talk about understanding the reality of what Support is, and how we can best leverage that fact to focus on what matters.It's time to break the stigma, and be comfortable! It's. Not. A. Bad. Thing.Check out the articles we referenced here:Part 1: https://www.yetto.app/blog/post/support-is-a-cost-center/Part 2:

Scaling People with Reagan Helms

Growth Support ·

2024/11/21

Growing with an organization can come with many different phases.Reagan Helms, VP of Customer Experience @ Planning Center joins me to share his experience from Agent to VP, and how he has thought about growing his teams.We're talking:When to start growing / scaling your teamsWhen to think about moving from Generalist to SpecialistsHiring External vs. InternallyDelegation and TrustAnd how you should think about scaling yourself.Hope that you enjoy this conversation!!

The Value of Support with Nando Steenhuis

Growth Support ·

2024/11/08

Nando Steenhuis, Co-Founder and CEO of Academy to Innovate HR (AIHR) joins me to share his perspective from the side of the business on:Support as a cost center (or not)How to approach the business to build valueWhat to report back into the businessBuilding a culture of customer-centericityWith this unique perspective, Support Leaders can get an edge on becoming a better business partner with their organizations, and get Support to become the value driver they know it can be.

The Value of Support with Nando Steenhuis

Growth Support ·

2024/11/05

A non-Support CEO’s perspective on what Support leaders can do to drive maximum value to the organization.

Planning for 2025 with Conor Pendergrast

Growth Support ·

2024/10/24

2025 is around the corner! Are you ready?Conor joins me for a conversation about how to evaluate your current state of Support and how to go about planning for 2025. We dive into the key areas of focus and get into the gritty details of:Evaluating your operationsThe self-service and proactive experienceDefining people needsWorking across teamsUnderstanding business needsConsidering when to stop doing somethingResources mentioned in the conversations:The Full 2025 'State of Affairs' ChecklistThe Pain

Planning for 2025 with Conor Pendergrast

Growth Support ·

2024/10/23

How to review, and plan your next year of Support (not just for 2025!)

Defining Values with Paul Tucker

Growth Support ·

2024/10/09

We talk about values all the time! But do we live by them? Who do they serve?Paul Tucker joins me in this episode to talk about Company values, and what they can mean for the humans in your organization.We talk about:What are good values?The process of defining values to drive behavior, or rather: cultureWhat are some best practices in choosing which values are right for you?And, ways to really live by them and ingrain them in your way of working.Hope you enjoy this conversation as much as I

Defining Values with Paul Tucker

Growth Support ·

2024/10/08

Define your values as and organization, and build a value-driven culture.

Skills That Transfer with Jared Call

Growth Support ·

2024/10/02

There are so many skills that you pick up throughout your time in Support, and in many instances, those roles can also feel wildly unique.Jared Call joins me for a conversation around his experience, and how, though unique, there are many things that you can take with you into the future.Hope you enjoy!

Skills That Transfer with Jared Call

Growth Support ·

2024/10/01

A conversation about developing transferrable skills in Support, and how each experience is vastly different.

Building a Taxonomy with Nick Cannariato

Growth Support ·

2024/09/18

Nick Cannariato, Co-Founder of Yetto, joins me to talk about creating tag taxonomies and best practices around structuring your support data.Join us as we talk through:🏷️ Who your taxonomy should serve🏷️ How to structure your data🏷️ Ways to reduce friction for the Agent Experience🏷️ Things to avoid to reduce data debt🏷️ and so many more great things!

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