Support Ops Hangouts

You're a brand new manager, which means your priorities are going to shift. As Carolyn put it on episode 99, "Your customers are now the ones taking care of the customers". But is that the right approach to take?

This is our final show of the year! We’ll be on a holiday hiatus until January to give us some time to relax and refresh.

With 2015 ending and 2016 right around the corner, teams are already looking towards next year. We'll take a look at what goals and ideas you should be thinking about with the start of a new year.

This one is all about holiday support. Scheduling a growing team can be tough in even the normal parts of a year. With the holidays rapidly approaching, we want you to start thinking about how to handle the scheduling around it.

It’s here! Our long awaited 100th episode. We'll take a look back and talk about what we've learned over the past 100 episodes.

It’s back! It’s a special rapid fire episode. We’re taking listener questions and answering them as quick and concise as we can. These are questions that don’t really need a whole show for them. Sit back and listen as we tackle as many of them as we can.

The exciting finale to part one of effectively communicating with your team.

Automattic has a great idea in their creed - "I will communicate as much as possible, because it’s the oxygen of a distributed company." We'd go as far as to say communication is the oxygen of any team - both local and remote. But how does an effective team communicate with each other?

Automattic has a great idea in their creed - "I will communicate as much as possible, because it’s the oxygen of a distributed company." We'd go as far as to say communication is the oxygen of any team - both local and remote. But how does an effective team communicate with each other?

We're bringing back a great episode from the depths of our archives. Is it ever OK to say "no" to a customer? We all have tricks and tips on ways to say it without saying it, but are there are ever support situations where the word "no" is really the word for the job?

From local teams to remote ones, it can be a challenge to get the most from a team meeting. When you pull the whole team in, it's a lot of dollars salary wise and even more dollars with customers waiting on those team members. For this episode, we're looking at how to successfully run a team meeting without wasting everyone's time.

We all know that customer satisfaction is important. A happy customer is a customer that sticks with you. And it's a lot cheaper to keep a customer rather compared to bringing in a brand new customer. But how do we convince others in management of the same thing?