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Metrics shape the way support teams work, but not every metric tells the full story.

In this episode, we’re joined by Meghan Gallagher, Support Operations Consultant and Founder of MG Consulting, to talk about how support teams can measure what actually matters. We discuss why common metrics like CSAT, first response time, and average handle time can be misleading when they’re used on their own, how speed-focused goals can create bad habits, and why support leaders should use data as a starting point for better conversations.

We also dig into better ways to measure support’s impact, including recontact rate, replies to resolve, customer sentiment, retention, product feedback, and team bandwidth.

Plus, Meghan shares practical advice for telling a clearer story to leadership, motivating your team without burning them out, and revisiting your metrics as your support team grows and changes.

We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com!

To learn more about Buzzsprout visit Buzzsprout.com.

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We’re talking with Leslie O’Flahavan, owner of E-WRITE and writing expert, about how customer support teams can write better help docs in the AI era!

AI is changing the way customers find answers, but that does not mean we should forget about the humans reading those answers. Leslie explains why great knowledge base content still comes down to plain language, clear structure, and accurate information, whether the reader is a person or an AI tool pulling from your help center.

We discuss:

• How AI uses help articles
• Why outdated or vague documentation can create bigger problems faster
• Ways support teams can improve their knowledge bases

Leslie also shares practical writing tips you can use right away! These tips include how to write clearer article titles, when to use summaries, why “notes” and “read more” links can cause confusion, and how to revise your most-used articles without overwhelming your team.

So, if you write help docs, edit AI-generated support content, or manage a knowledge base, this episode will help you make your writing more useful for customers and more reliable for AI to pull from!

Links mentioned in this episode:

• Leslie's LinkedIn Profile
• E-WRITE
• Help Scout article/webinar: Why Analytical Reading Is a Must-Have Skill
• LinkedIn Learning

We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com!

To learn more about Buzzsprout visit Buzzsprout.com.

Thanks for listening!

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Customer support is where every company decision eventually shows up.

In this episode, we’re talking with Andrew “Coach” Rios, a customer experience and support operations leader with more than 25 years of experience building support teams at companies like Cisco, Fitbit, and Cityside Fiber.

We dig into why support teams often feel overlooked, how support leaders can communicate their value to the rest of the company, and why customer insights need to be translated into the language other departments actually understand.

We also talk about how coaching youth sports shaped Coach Rios’s leadership style, why “winning” looks different for every support team, and how leaders can start building influence even before they officially have a seat at the table.

Plus: how to create a support report people actually read, why employee satisfaction may be the most important support metric, and why great support leaders should constantly sell, market, and advocate for their teams.

This episode is for support leaders who want their teams to be heard, respected, and integrated into the bigger picture and for support pros who know their work is about far more than answering tickets!

We want to hear from you! Share your support stories and questions with us at happytohelp@buzzsprout.com!

To learn more about Buzzsprout visit Buzzsprout.com.

Thanks for listening!