Grant Stanis, CEO of TeamSupport, shares insights on the transformation of customer support from a cost center to a strategic driver of retention and growth. He emphasizes the importance of ruthless prioritization, building a community of support leaders, systematizing support applications, and strategic time management for support leaders. The conversation delves into the importance of data-driven decision-making in support, the differences between B2B and B2C support, and the role of support managers in understanding and meeting the needs of their organizations.

Takeaways

• Ruthless prioritization
• Building a community of support leaders
• Systematizing support applications
• Strategic time management for support leaders
• Data-driven decision-making
• Differentiating B2B and B2C support

Want to connect with Grant? Find him on LinkedIn: https://www.linkedin.com/in/grantstanis/

Want to learn more about TeamSupport? https://www.teamsupport.com/

Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

In this episode of the Table Service podcast, host Jordan Hooker speaks with Shmuel Saklad, Senior Manager, Customer Experience & B2B Contact Center Operations at B&H Photo Video. They dig into building a culture of excellence in support and how leaders can identify and build future leaders.

Want to connect with Shmuel? Find him on LinkedIn: / shmuel-saklad

Want to connect with Jordan? Find him on LinkedIn: / jordanhooker

In this episode of the Table Service podcast, host Jordan Hooker speaks with Karen Lam, Director of Customer Support at Top Hat. They dig into empathy in support, the importance of context, the growth of AI in the space, and building a culture of continuous improvement.

Want to connect with Karen? Find her on LinkedIn: / karenklam

Want to learn more about Top Hat?: https://tophat.com/

Want to connect with Jordan? Find him on LinkedIn: / jordanhooker

Join host Jordan Hooker and Andrew Rios - Head of Customer Experience at Cityside Fiber - as they discuss leadership that builds trust and drives results, as well as wisdom for young leaders and managers.

Want to connect with Andrew? Find him on LinkedIn: https://www.linkedin.com/in/riosa/

Want to learn more about Cityside Fiber? https://www.citysidefiber.com/

Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker

Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and Conor Pendergrast, a veteran customer support and success leader as they discuss how to navigate the AI revolution. How should leaders be thinking about the tools? And how should organizations incorporate them into their workflows? Listen to hear more!

Want to connect with Conor? Find him on LinkedIn: https://www.linkedin.com/in/conorpendergrast/

Learn more about Conor’s B2B consulting work: https://www.customersuccess.cx/

Sign up for Conor’s daily newsletter: https://www.customersuccess.cx/daily

Interested in testing our Conor’s new roadmapping product? https://www.customersuccess.cx/ai-roadmap (mention Table Service when you sign up!)

Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker

Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

Join host Jordan Hooker and Rachel Wu, Senior Manager of Technical Support at Iterable, as Rachel digs into the world of premier support offerings.

Want to connect with Rachel? Find her on LinkedIn: https://www.linkedin.com/in/rachelewu/

Want to learn more about Iterable? Visit https://iterable.com/

Want to connect with Jordan Hooker? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker

Table Service is presented by Tavolo Consulting. Hosted by Jordan Hooker. Music by Epidemic Sound.

In this episode of the Table Service podcast, host Jordan Hooker speaks with Ty Givens, founder and CEO of CX Collective, about her extensive experience in customer experience leadership. They discuss the challenges of managing teams, the importance of playbooks, and the evolving landscape of customer support with the rise of AI. Ty shares insights on empowering women in leadership roles and the significance of understanding the realities of management. The conversation emphasizes the need for leaders to adapt to rapid growth and the importance of creating supportive environments for their teams.

Want to connect with Ty? Find her on LinkedIn: https://www.linkedin.com/in/tybryantgivens/

Want to learn more about CX Collective? https://www.cxcollective.com/

Check out CX Collective's Playbooks: https://www.cxcollectiveadvantage.com/

Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

In this episode of the Table Service podcast, host Jordan Hooker speaks with customer experience leader Stephen Wood about the importance of proactive management in customer risk. They discuss the hidden costs of ignoring customer satisfaction, the impact of organizational culture on support teams, and the necessity of cross-functional collaboration for customer success. Stephen emphasizes the need for support teams to be viewed as revenue protectors rather than cost centers and introduces the Signals platform, which aids in identifying customer health risks early. The conversation highlights actionable strategies for transforming customer experience leadership and improving overall organizational performance.

Want to connect with Stephen? Find him on LinkedIn: https://www.linkedin.com/in/stephenpeterwood/

Want to learn more about Signals? https://signals-app.com/

Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/

Table Service is presented by Tavolo Consulting, hosted by Jordan Hooker, music by Epidemic Sound.