Support Snapshot: Podcasts of the Week

Rolling up the CS podcasts of the week for you - in 5 minutes or more.

TL;DR

If you only have a few minutes, check these out:

• We Don't Need More Empathy - Amas Tenumah is really nailing it with his writing - it's the kind of content that makes me actually glad to be on LinkedIn.

• Andrew Rios, MSML on Table Service (minute 6): listen to your team.

• Nikola Mrkšić CEO of PolyAI on Punk CX (minute 11:15): voice support is back, and expectations for smart, engaging voice channels are rising fast.

And hey - don't forget to check out Supportman.io, the sponsor of this podcast - which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time.

if you listen to just one podcast this week:

Table Service Podcast — Jordan Hooker & Andrew Rios

➡️ Minute 06:40: "If I go back in time and I could redo something, I would probably come in with a lot more questions and give myself a lot more runway to really just understand, listen ... listening to really understand."

Why is this the one? Andrew Rios, MSML (Coach Rios) talks through management scenarios and some actual examples of how to handle them.

🎧 Apple Podcasts | YouTube

Contact Center Show — Amas Tenumah & Bob Furniss

➡️ Listen at 17:52 when Bob Furniss discusses how to talk about loss in a professional setting. 🎧 Apple Podcasts | Spotify

Voices of Support — Thib Martin & Kateryna Shelest

➡️ Minute 06:30: “Give people knowledge of the processes and policies... give a sandbox to those agents... make it easy for them to make a mistake with a real customer.” Kateryna Shelest 🇺🇦 shares a cute story at minute 13: “One of our agents never made mistakes—so when he finally did, we opened champagne. Mistakes are human.” 🎧 Spotify | YouTube

Modern Customer Podcast — Blake Morgan & Derek De Salvia

➡️ Minute 4:31 for the CS metrics that Derek DeSalvia M.S. at Hilton Grand Vacation uses and minute 21:35 for how the hospitality industry is changing: “Personalization is critical. Younger generations want more flexibility, value, and customized experiences.” 🎧 Spotify | Apple Podcasts | YouTube

Unf*cking Your CX — Andre

➡️ Minute 10:09: “Don't be afraid to admit your mistakes... it's not if, it's when... people will appreciate it.” Andrei Rebrov 🚀 gives an example of when he felt his team handled this well. And minute 12 for an interesting idea for a teamwide #bugs channel in Slack. 🎧 Spotify | Apple | YouTube

Little Bits:

what you may have missed on LinkedIn this week... that's actually worth a look

• Ignore this clickbaity title because it's an interesting post ... is LinkedIn flagging the word "women" as political content?

• We Don't Need More Empathy - if you missed this in the TL;DR section, this is your sign to check it out.

• AI helps people walk. This is just cool.

🦸 This newsletter is brought to you by Supportman.io, which connects Intercom to Slack with AI to give agents feedback and surface problems in real time.

And now, a ChatGPT prompt: "create a meme that you think I think is funny."

Here's what it generated for me:

Who's Dave? We may never know.

This issue of the newsletter was written with some AI assistance.

See you next time!

~ Jen