<a target="_blank" href="https://www.buzzsprout.com/twilio/text_messages/786260/open_sms">Send us a Text Message.</a>From The Archives: Specials: Fireside 26 According to “Zee” (if I could only say it), we’re doing CX wrong! Nicholas Zeisler joins again to tell us why we’re doing it wrong, and how to get it right. A man after my own heart, he says it hinges on the process! But how do you leverage process, prove ROI for your Customer Office, and truly develop a customer-centric culture? <a rel="payment" href="https://www.patreon.com/user?u=28654526">Support the Show.</a>

From The Archives: 211: Knowledge Management with Aprill Allen

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.