Empathy, context, and continuous improvement with Karen Lam (Table Service 207)

Building a performance system, not a theater program with Zack Hamilton (Table Service 210)

Host Jordan Hooker is joined by Zack Hamilton [https://www.linkedin.com/in/zackhamilton/], author of the Experience Performance System™ and host of the Unf*cking Your CX [https://www.linkedin.com/company/unfuckingyourcx/] Podcast - they dig in to what it means to build CX programs that drive outcomes, how CX leaders earn a seat at the table, and what teams get wrong about AI. Want to connect with Zack? Find him on LinkedIn: https://www.linkedin.com/in/zackhamilton/ [https://www.linkedin.com/in/zackhamilton/] Want to learn more about the Experience Performance System? https://www.theexperienceperformancesystem.com/ [https://www.theexperienceperformancesystem.com/] Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/ [https://www.linkedin.com/in/jordanhooker/]

Transforming support from cost center to strategic driver with Grant Stanis (Table Service 209)

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/ [https://www.linkedin.com/in/grantstanis/] Want to learn more about TeamSupport? https://www.teamsupport.com/ [https://www.teamsupport.com/] Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/ [https://www.linkedin.com/in/jordanhooker/]

Building the next generation of support leaders with Shmuel Saklad (Table Service 208)

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:   /  [https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbC1yU1BqaGhYUEViSTd6TVNZS1VUdWNrUFZYd3xBQ3Jtc0ttclppMzZKbU5KcGtZMUtpZEM4eElJQXpkUTVpSmxoTjR2dVNLcEg2amlwWVNKNEQtZ0NmNll4TmNtSTdGZHllTEF6U0dGdUdEaWtfZWRkVE04RjdXdW96TndVczhiUXMxUWwzOVJLWms2VVFWMk55RQ&q=https%3A%2F%2Fwww.linkedin.com%2Fin%2Fshmuel-saklad%2F&v=_vyC4NcdVsU]shmuel-saklad   [https://www.linkedin.com/in/shmuel-saklad/] Want to connect with Jordan? Find him on LinkedIn:   /  [https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbEhnQkt4RkhvSHd4VV9laGFOSkMzaXMtUFl5d3xBQ3Jtc0tsME04dTZobFFJLWpXU2d4VUZTTW1jdkpKa3dsb1dsYzFDN3pqU1hmbVIwanNyaXYyUlBjZFUyeXpRYWtzYU1WYUpVSHE4ZC1mWnBPVU1YQmRDb1QzNm9VaDYtUDdJd0pCVUN4VjBNMnR6OEhmbUFyRQ&q=https%3A%2F%2Fwww.linkedin.com%2Fin%2Fjordanhooker%2F&v=_vyC4NcdVsU]jordanhooker   [https://www.linkedin.com/in/jordanhooker/]

Empathy, context, and continuous improvement with Karen Lam (Table Service 207)

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:   /  [https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqblN3aWdRUFlUOTRFbmxXbFJaV0NCTEVZcHFwZ3xBQ3Jtc0trMVZjaGQ4UWVZNlFReDhPanVqUDk1bnR3cXB4LWZxOWpWa0N0WFlvTFgtUklFcjllYmhGTEgxOFFyVUtCSTRlQUZNRVotcFhPX08xbXZOSmdfazdkUS12Z3RDR1UtWGY0cHNvc2hoN2tGZld4bmM5VQ&q=https%3A%2F%2Fwww.linkedin.com%2Fin%2Fkarenklam%2F&v=E_7Nh2YaAFg]karenklam   [https://www.linkedin.com/in/karenklam/] Want to learn more about Top Hat?: https://tophat.com/ [https://tophat.com/] Want to connect with Jordan? Find him on LinkedIn:   /  [https://www.linkedin.com/in/jordanhooker/]jordanhooker   [https://www.linkedin.com/in/jordanhooker/]

Playbooks for modern leaders with Ty Givens (Table Service 206)

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/ [https://www.linkedin.com/in/tybryantgivens/] Want to learn more about CX Collective? https://www.cxcollective.com/ [https://www.cxcollective.com/] Check out CX Collective's Playbooks: https://www.cxcollectiveadvantage.com/ [https://www.cxcollectiveadvantage.com/] Want to connect with Jordan? Find him on LinkedIn: https://www.linkedin.com/in/jordanhooker/