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From The Archives: Week 6 Topic: Metrics

Craig Stoss talks about stories, and the Source of All Truth.

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From The Archives: Week 5 Topic: Moving from Doing to Leading the Work

Matt Dale returns to talk about why you can’t expect to successfully do two jobs at once.

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From The Archives: Week 4 Topic: Personal Stories of Transitioning to Leadership

Natalie Ruhl had a dream….

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From The Archives: Week 3 Topic: Awkward Conversations

Hilary Dudek needs to practice her poker face. (Also, although the title is “Awkward Conversations with Hilary Dudek”, this most definitely was not one.)

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Specials: Fireside 47

Austin Emser, CEO of Stylo, joins me for the first time to discuss the art of prioritising those tickets! We compare whether FIFO is enough, or whether you need to bring other factors and practices in to what tickets get worked on first, and how fast.

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From The Archives: Week 1 Topic: Empathy in Support
 
 We round out this week’s topic with Ash Rhodes. How much weight should we place on empathy when we’re hiring for support? And Ash pulls some very funny faces (entirely for my benefit).

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From The Archives: Week 79 Topic: Building a Team from Scratch

When is a full-time job not a full-time job? When it’s a two-person job! It’s been a while since Matt Dale built a team from scratch, but nonetheless, he returns to round out this week with his own wisdom and perspectives from further on in the journey.

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From The Archives: Week 79 Topic: Building a Team from Scratch

Ashley returns to tell us how she prioritised early definition of ‘Operating Principles’ for her nascent team, and how they’re essentially still holding strong 4 years on.

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From The Archives: Week 78 Topic: Knowledge Management

Simone Secci rebuilt a knowledge base from scratch, banking on being able to show its value much further down the road. It worked! From zero to knowledge hero, Simone talks about his journey.

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Specials: Fireside 46

Ethan and I discuss the relative merits of our favourite approaches to tagging support conversations. Neither of us is a fan of fluidity when it comes to this opportunity to carry Voice of Customer through into our organisations. Structure all the way!

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