The #1 Support Operations Podcast

Weekly interviews with Support Operations Leaders with Sid Bhambani, CEO of Summatti. 

Featuring guests from...

“Pro-Active Support” with Craig Stoss of Arctic Wolf Networks

Craig Stoss, Director of R&D – Platform Support at Artic Wolf Networks joins us in this episode of Support Ops Simplified.

You will learn:

  • How Craig thinks about pro-active support
  • Where support is heading in the next 10 years
  • How Craig measures NPS

“Managing Executive Stakeholders” with Chris Escobar of Planet Fitness

Chris Escobar, Senior Manager, Member Experience at Planet Fitness joins us on this weeks episode of Support Ops Simplified.

You will learn:

  • About how to manage executive stakeholders
  • Company culture
  • Chris’s opinion on the role of AI in support

“Scaling Customer Experience” with Sushila Sahay of Lightbend

Sushila Sahay, VP Customer Operations & HR at Lightbend joins us in this episode of Support Ops Simplified.

You will learn:

  • How to scale customer experience
  • About Lightbend’s support tech stack
  • When to introduce a customer success manager into a sales process

“Empowering Agents” with Rob Holcombe of Canopy Tax

Rob Holcombe, Director of Customer Support at Canopy Tax joins us in this episode of Support Ops Simplified.

You will learn:

  • How Rob empowers reps to be their own business owners
  • The response rates Rob is currently getting for their NPS survey
  • How to shorten resolution time

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