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Podcasts & Guest Talks
InsightsOur appearances as guests on podcasts, interviews, and panel discussions where we share our experience and expertise. A chance to hear first-hand stories and lessons from the field.
Podcasts & Guest Talks
Internal Quality Score
Kate discusses why CSAT alone isn’t enough and how internal quality provides a fuller picture of team performance. She outlines when to start measuring quality, the stages to consider, and what leaders should really look for in conversations.
Podcasts & Guest Talks
Voices of Support (Ep. 5)
Kate shares her journey from accidental Head of Support to startup founder, reflecting on building teams from scratch, leading without a mentor, and even returning to frontline work to rebuild confidence. The conversation covers resilience, leadership lessons, and the hidden paths from support agent to business ownership.
Podcasts & Guest Talks
Marginal Support with Kate
Kate explores the hidden costs of hiring, the value of promoting internally, and the real challenges of customer support across industries. She also shares her perspective on balancing KCS with team-managed knowledge and guiding clients in choosing the right tools.