Episode Description
What's on your mind? Let CX Passport know...
What does your team actually mean when they say "world class"? Melissa Bardsley has spent her career across banking, manufacturing, and SaaS ... and she keeps arriving at the same answer. Communication isn't a soft skill. It's the infrastructure.
What you'll learn in this episode:
- Why transactional and SaaS support require completely different hiring profiles
- How one interview question about a chicken coop reveals more than a resume ever will
- Why leaders avoid difficult conversations ... and what it costs when they do
- How average handle time can turn your support team into clock watchers
- Why a fresh set of eyes on a broken process is one of the most underrated leadership tools
CHAPTERS
00:00 Support across banking, manufacturing, and SaaS
02:01 Transactional vs. complex support environments
04:41 Hiring for curiosity and learning agility
07:42 Rebuilding confidence after hiring mistakes
09:02 Difficult conversations and why timeliness matters
10:40 Defining "world class" so your whole team means the same thing
12:59 Common language as the North Star for metrics and culture
15:18 First Class Lounge
19:32 Metrics as weapons vs. metrics as coaching tools
22:54 Starting with data when you walk into a broken situation
24:34 Low-hanging fruit and the power of a fresh set of eyes
25:47 Navigating sacred processes that need to change
Melissa Bardsley on LinkedIn: https://www.linkedin.com/in/melissabardsleync/
Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup
I'm Rick Denton and I believe the best meals are served outside and require a passport.
Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).