We introduced a new ticket pricing model to Support Driven Expo and I’ve received a few questions about it. It’s different from what many people expect and I thought this would be a good opportunity to go into the thinking behind it.

Support Driven is a place where people in customer support can come together and learn from each other. Unlike many similar communities, we don’t limit membership to only people that work in support – we also invite people looking for their first job in customer support and people who work for vendors to join too.

We’ve benefitted tremendously from having these different perspectives in the community and it’s something I strongly believe we should support at Expo. To do that, we’ve taken inspiration from our friends at Write the Docs and we came up with a ticket pricing model for budgets of different sizes. You can see them here – Tickets — Support Driven Expo 2018.

Our goal is simple – if you want to come to Expo, we offer a ticket price that works for your budget.

– Scott

Who’s going to be there?

Help Scout
Olark
Zendesk
MailChimp

Automattic
Basecamp
GitHub
Hudl

Talks and workshops at Expo

Negotiate All the Things
Negotiating is hard. How do you translate your worth to a certain paycheck? How much should you ask for? How do you push back? Aren’t you going to lose out on the awesome job if you don’t accept what they offer? Learn about tips, tricks, and ways to get in the mindset of negotiating. Take control of your career and rock it.

Shannon Winter
Atlassian Statuspage

 

Jake Bartlett
Atlassian Statuspage

Craft your own incident response plan for when things go wrong
Even the best services face some downtime — it’s an inevitable part of building, shipping, and running cloud services. Being prepared before sh*t hits the fan is key to speedy resolution and maintaining user trust and loyalty.

But how do you prepare your team to resolve issues quickly while keeping customers and other stakeholders in the loop? Throughout this workshop you will learn our top tips and tricks for incident response, from initial alert, up to post-incident review. You will come away with time-saving templates and a personalized incident response/communication plan to bring back to your team.

What to expect:

  • Best practices for internal and external incident communication (including communication templates that save time when it matters most)
  • How to create incident roles and responsibilities to ensure the right people are involved at the right times
  • How to run a seamless (and blameless) post-incident review (PIR) so your team is always learning and improving for next time
  • How to use incident values as a north star for decision making during downtime

Elise Keith
Lucid Meetings

Meet by Design: Using Science to Run Awesome Meetings
Keep meetings short, always use an agenda, stand up, take notes on paper – and hop on one leg while you’re at it! There’s no shortage of advice about meetings out there, but what really matters? In this workshop, you’ll learn

THE SCIENCE OF ENGAGING TEAM MEETINGS
What the research shows about team engagement in meetings and how this impacts your team’s overall performance.

THE 5 STEP PROCESS FOR INCREASING ENGAGEMENT
A simple checklist for creating the conditions necessary for team participation.

SIMPLE TECHNIQUES
Techniques anyone can use that get people paying attention and actively working to get things done together in a meeting. No facilitation experience required!

Separating Hype from Reality: A practical approach for incorporating Machine Learning into your support stack
Machine Learning is both exciting and daunting. In this talk, we’ll help you distinguish fact from fiction as we explore how machine learning is impacting each facet of the customer experience.

Jessica Malnik
Dynamite Circle

Getting Results With Data When You Don’t Love It
Most of us know that we should be tracking core metrics for our support teams. The reports that we send our boss and C-level execs need to be concise and show how what we’re doing ties back to key business goals.

Spending time in spreadsheets and working with data can be intimidating, especially since most of us don’t have any formal analytics or data science training. For example, knowing what’s an actionable v. a vanity metric, working across other departments to get the data you need and building concise reports that tell a story that people in your org actually want to read.

Building reports is one of the most important things you can do to demonstrate your value and move up in your org and in your career in general. I made a lot of mistakes when I was first getting started. I want to open up and share what I’ve learned with everyone at SDX so they can hopefully avoid the mistakes that I made early on in my career.

Chris Mccraw
Netlify

Support Engineering 101
Customer service is a valuable skill that we’ve all got ideas about. Assuming that skill as a base, how can one transition or be trained into a role as a Support Engineer? What kind of skills should you start with, and what does a solid foundation of on-the-job training look like?

This workshop is targeted for folks looking to move into more technical support roles as well as managers who are hoping to train their employees in this direction. There will be some discussion about good troubleshooting skills and solving problems with an engineer’s mindset, and also some in-class exercises to practice those skills.

We’ll wrap up with some suggested sources for the deeper technical knowledge it’s useful to bring to these technical jobs – not just “buzzwords for your skills list” but some effective self-study coursework targeted towards your preferred specialization(s).

How “Supastar” Change Management Leads to Happy, Adaptable Teams
As the modern world becomes increasingly complex, the amount of change humans must adapt and react to accelerates. We see this in all facets of business—startups in particular—but not all business leaders necessarily take advantage of change management principles to ensure transitions are implemented smoothly and successfully.

Research has shown up to 70 percent of transformational change initiatives fail (Harvard Business Review). On a financial level, poor change management can waste a lot of time and money; on a people level, it can lead to disengagement, the perception that employees aren’t valued, and refusal to support the initiative.

In this workshop, we’ll discuss change management best practices and go through an example of how to design an implementation roadmap. You’ll learn how to define critical success factors for a change initiative, assess and mitigate risks, and how to incorporate proven change management strategies to ensure the initiative is designed in a way that will inspire all stakeholders to embrace and support its success.

Are you getting excited yet? Go ahead and grab your Expo tickets, and we’ll see you in Portland in June!

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