<a target="_blank" href="https://www.buzzsprout.com/twilio/text_messages/786260/open_sms">Send us a Text Message.</a>Week 78 Topic: Knowledge Management Craig Stoss and I muse about the validity of some of the metrics often applied to Knowledge Centred Support, and talk about the types of knowledge that apply in different situations. He resurfaces one of my favourite analogies for the difference between a KB and docs, too. <a rel="payment" href="https://www.patreon.com/user?u=28654526">Support the Show.</a>

216: Building a Team from Scratch with Ashley Sachs

Customer Support Leaders have been there, on the front line with customers. They understand how things work, and the value of support. They understand the needs and foibles of their customer base. Unlike most other disciplines, there’s no training for this role. No two CS Leadership roles are alike. No two CS Leaders are alike. So this is our opportunity to hear from those leaders and learn from them. Whether you’re a CS leader now, or you aspire to be, this is the podcast for you! Hear different leaders discuss a topic with me, Charlotte Ward.