Recap | Support Driven

By Recap | Support Driven

What's Recap | Support Driven about?

The SD Recap podcast shares the best conversations from customer support professionals in the Support Driven community. Keep up to date with the industry on your terms and on your schedule.

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Recap | Support Driven episodes:

09.11.2018
12: Support Engineering
Our final episode of the season delves into the world of support engineering. What the heck is it, exactly? How can you make your first steps into support engineering? How can you sharpen your troubleshooting skills? All this and more,...
08.28.2018
11: Working with Product
This episode answers the question, “How the heck does support work with product?” You’ll get insight from our guest, Andrea Saez from ProdPad. As always, we start with some highlights from the Support Driven Slack, and then end with a...
08.16.2018
10: Customer Onboarding
Our hosts are joined by Ethan Walfish from Salsify to talk the ins-and-outs of customer onboarding: where to begin, some major pit-falls and lessons learned. You’ll also hear some great highlights from the Support Driven Slack, as well as passionate...
07.31.2018
9: Knowledge Management and Documentation
Listener Feedback Survey: https://supportdriven.typeform.com/to/nsoXqO Our hosts are joined by Kelly O’Brien and Stephen Zappia to talk about knowledge management and documentation. You’ll learn some best practices for building user documentation as well as maintaining internal documentation for your own team. Hosts:...
07.09.2018
8: Machine Learning and Automation
Listener Feedback Survey: https://supportdriven.typeform.com/to/nsoXqO Our hosts are joined by Diego Ventura to discuss machine learning and automation. You’ll learn if robots will take your job, if you’re ready to dive into machine learning and some practical steps for getting started. Hosts:...
06.22.2018
7: Outsourcing
Listener Feedback Survey: https://supportdriven.typeform.com/to/nsoXqO After covering some highlights from the last week on the Support Driven Slack, our hosts are joined by James Baldwin from Change.org and Shervin Talieh from PartnerHero to discuss outsourcing: why and when should you consider it?...
05.30.2018
6: Ticket QA
Listener Feedback Survey: https://supportdriven.typeform.com/to/nsoXqO After covering some highlights from the last week on the Support Driven Slack, our hosts are joined by Cathy Childs from Rinse to discuss Ticket QA. They give some practical advice on how to begin a process...
05.04.2018
5: Self-Care
After covering some highlights from the last week on the Support Driven Slack, our hosts are joined by Alison Groves and Sarah Betts to talk about self-care. They give some practical advice on how to avoid overworking and also some...
04.17.2018
4: Metrics
In this episode we’re discussing metrics and data with Nicholas Tang from MongoDB. And, of course, food. Links: https://www.kayako.com/blog/hiring-customer-service-representatives/ Hosts: Abby Armada (Slack: @abby) Diana Potter (Slack: @dpotter) Guests: Nicholas Tang (@Nicholas Tang) For more information on Support Driven and...
03.30.2018
3: B2C Support
In this episode, we discuss providing B2C (business to consumer) support and how that can differ from B2B (business to business) support contexts. Also, we have a lively discussion on peanut butter and jelly sandwiches, and how to make one...
03.19.2018
2: Hiring
In this episode, we discuss hiring, culture fit, personality tests, and of course, food. Links: https://well.blogs.nytimes.com/2007/10/12/the-science-of-chicken-soup/ Hosts: Abby Armada (Slack: @abby) Diana Potter (Slack: @dpotter) Guest: Chris McCraw (Slack: @fool) For more information on Support Driven and our Slack community,...
03.19.2018
2: Hiring
In this episode, we discuss hiring, culture fit, personality tests, and of course, food. Links: https://well.blogs.nytimes.com/2007/10/12/the-science-of-chicken-soup/ Hosts: Abby Armada (Slack: @abby) Diana Potter (Slack: @dpotter) Guest: Chris McCraw (Slack: @fool) For more information on Support Driven and our Slack community,...
03.02.2018
1: Transitions
In this episode, we discuss transitions as they relate to your career in customer support. Hosts: Abby Armada (Slack: @abby) Diana Potter (Slack: @dpotter) Andrew Spittle (Slack: @andrewspittle) Guests: Denise Twum (Slack: @awurama) Keisha Washington (Slack: @Keisha) For more information...
03.02.2018
1: Transitions
In this episode, we discuss transitions as they relate to your career in customer support. Hosts: Abby Armada (Slack: @abby) Diana Potter (Slack: @dpotter) Andrew Spittle (Slack: @andrewspittle) Guests: Denise Twum (Slack: @awurama) Keisha Washington (Slack: @Keisha) For more information...

What's Recap | Support Driven about?

Download our free app to listen on your phone

Recap | Support Driven episodes:

12: Support Engineering

11: Working with Product

10: Customer Onboarding

9: Knowledge Management and Documentation

8: Machine Learning and Automation

7: Outsourcing

6: Ticket QA

5: Self-Care

4: Metrics

3: B2C Support

2: Hiring

2: Hiring

1: Transitions

1: Transitions