Recap | Support Driven

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, including highlights from Support Driven and a bubbly chat about seltzer. Hosts: Abby Armada (Slack: […]

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 discussion about our favorite summer desserts. Hosts: Abby Armada (Slack: @abby, Twitter: @mygiantrobot) Diana Potter […]

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 discussions about a divisive Fall staple: pumpkin spice. Hosts: Abby Armada (Slack: @abby, Twitter: @mygiantrobot) […]

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: Abby Armada (Slack: @abby) Diana Potter (Slack: @dpotter) Guests: Kelly O’Brien (Slack: @kellyo) Stephen Zappia […]

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: Abby Armada (Slack: @abby) Diana Potter (Slack: @dpotter) Guests: Diego Ventura (Slack: @Diego Ventura) For […]

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? What does a healthy relationship with a vendor look like? How do keep your outsourced […]

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 for assuring quality with tickets in your organization as well as how to start that […]

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 company that values its employees’ well-being. Hosts: Abby Armada (Slack: @abby) […]

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 our Slack community, click here. Intro/Outro Music: Katsuhiko – Big Bang Jump This episode of […]

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 the correct way. We also debate whether In-N-Out has the best burgers of any chain. Hosts: […]

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, click here. Intro/Outro Music: Katsuhiko – Big Bang Jump This episode of Recap is brought […]

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 on Support Driven and our Slack community, click here. Intro/Outro Music: Katsuhiko – Big Bang […]