271: Mastering Incident Management - Part 3 of 6; with Kat Gaines

Send us a textWhat makes a Customer Liaison Officer indispensable during incident management? Join us as we tap into the expertise of Kat Gaines, who shares her invaluable experience and detailed examples to illuminate the crucial responsibilities of this role. Discover how effectively bridging the communication gap between incident response teams and customer-facing staff can transform your incident response strategy. Kat delves into the art of aggregating customer-reported issues and managi...

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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.