Recap - Presented by Support Driven
By Recap - Presented by Support Driven
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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.
||Clean12: 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,||9/11/2018||Free||View in iTunes|
||Clean11: 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,||8/28/2018||Free||View in iTunes|
||Clean10: 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,||8/16/2018||Free||View in iTunes|
||Clean9: 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 a||7/31/2018||Free||View in iTunes|
||Clean8: 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 so||7/9/2018||Free||View in iTunes|
||Clean7: 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 o||6/22/2018||Free||View in iTunes|
||Clean6: 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.||5/30/2018||Free||View in iTunes|
||Clean5: 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 tips on choosing a c.||5/4/2018||Free||View in iTunes|
||Clean4: 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) Guest||4/17/2018||Free||View in iTunes|
||Clean3: 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,||3/30/2018||Free||View in iTunes|