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Matt Dale Podcasts

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10 of The Best Podcast Episodes for Matt Dale. A collection of podcasts episodes with or about Matt Dale, often where they are interviewed.

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10 of The Best Podcast Episodes for Matt Dale. A collection of podcasts episodes with or about Matt Dale, often where they are interviewed.

Updated daily with the latest episodes

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Matt Dale from Dale Outdoors - Preacher, Hunter and Outdoorsman

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Alex, Mike and Wayne start off with some political discussions on Covid and the Presidential race then move on to local news... Highland Trapshooting Team wins Championship!

Then they are joined by Matt Dale from Dale Outdoors. Matt talks about his upbringing as a Pastors son and what led him to becoming a Pastor himself at such an early age. He talks how his love of God has guided him to preach the gospel across the country.

We wrap up with Matt talking about the creation of Dale Outdoors and what he feels was the secret to going from unknown to exploding on YouTube with his Outdoor Videos!

In the Bonus Segment Matt shares his thoughts on what is most important during these summer months to get yourself and equipment ready for Fall Bow Season and we cover common mistakes archers do that will hurt them during that critical shot!

To follow  Matt Dale:
https://m.facebook.com/mddale31/

For Dale Outdoors Videos: https://www.youtube.com/c/mddale31

To learn more about American Roots Outdoors:
https://americanrootsoutdoors.com/

https://www.facebook.com/AmericanRootsOutdoors/

To follow Alex Rutledge:
https://www.facebook.com/americanrootsalex/
To follow Wayne Lach:
https://www.facebook.com/wayne.lach.5
To follow Mike Crase:
https://www.facebook.com/mike.crase

Aug 15 2020 · 49mins
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98: Process Improvement with Matt Dale

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Week 26 Topic: Process Improvement


Matt Dale and I talk about choosing the right time for big changes, and the right time for small improvements.

Support the show (https://www.patreon.com/user?u=28654526)

Jul 01 2020 · 6mins
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81: Remote Work with Matt Dale

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Week 21 Topic: Remote Work


Matt Dale is back after a brief sojourn of just one episode (!) to talk about how his organisation transitioned to remote work. 

Support the show (https://www.patreon.com/user?u=28654526)

May 25 2020 · 7mins
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79: Forecasting in Support with Matt Dale

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Week 20 Topic: Forecasting in Support


Matt Dale tells how he’s been refining his model for seven years, so don’t go looking for any quick and accurate answers in your first forecasting efforts.

Support the show (https://www.patreon.com/user?u=28654526)

May 21 2020 · 7mins
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41: Careers in Support with Matt Dale

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Week 9 Topic: Careers in Support


Matt Dale has built processes to manage the flow of good people out of his team, and has learned to be okay with that.

Support the show (https://www.patreon.com/user?u=28654526)

Mar 02 2020 · 6mins
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23: Moving from Doing to Leading the Work with Matt Dale

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Week 5 Topic: Moving from Doing to Leading the Work


Matt Dale returns to talk about why you can’t expect to successfully do two jobs at once.

Support the show (https://www.patreon.com/user?u=28654526)

Feb 05 2020 · 7mins
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14: Awkward Conversations with Matt Dale

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Week 3 Topic: Awkward Conversations


Matt Dale places great importance on prep and space when handling difficult conversations.

Support the show (https://www.patreon.com/user?u=28654526)

Jan 23 2020 · 6mins
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2: Empathy with Matt Dale

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Week 1 Topic: Empathy in Support

How important is empathy in support? I spoke to Matt Dale about that and whether you can foster or build empathy as a skill.

Support the show (https://www.patreon.com/user?u=28654526)

Jan 07 2020 · 6mins
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Episode 18: (B2B) Matt Dale, Vice President Customer Support, Illuminate Education

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  • Illuminate offers several products for teachers, administrators, school districts and for parents
  • Primary folks calling in are administrators
  • Illuminate recently had a 5-way merger and had to integrate several ticketing systems — shared inbox, multiple Zendesk instances, Freshworks, Servicecloud. Done by a 3rd party — Import2.com
  • Incoming tickets — several thousand a month. Volume is double during back to schools months (Aug/Sep/Oct)
  • Matt leads the Support Team which  is part of overall Services Team (Support, Success, Implementation, Migrations, Data Team, L&D)
  • Support Team has 3 directors (focused on different products)
  • Incoming ticket split over channels— Phone - 60% , Email/Web - 40% (rolling out chat as 3rd channel). Focus area -- How to reduce volume on phone (its expensive) and move it to chat or do deflection
  • Support Tech — Centered around Zendesk (ticketing, chat, community ,help), Phone (Talk desk), Maestro QA (evaluate agents work). Big believers in “incremental improvement”
  • Maestro QA — Connects to the ticketing system. Used to grade agents. Manually set certain criteria (people/tickets you want to grade, set certain questions) and then reviewed by human graders
  • Challenge — Running reports across systems like  Salesforce, Netsuite, Zendesk, JIRA  is a challenge. Existing integrations are basic and don't help
  • “No one wants to call support. How can we provide frictionless environment”
  • Products are very customizable and many questions are unique, specific nuances that are not covered by generic help docs. We need to understand the context of customer and case so that our agents can provide prompt service
  • Knowledge Management — Analyze user queries and understand what help docs are being used the most and use that as baseline for up dating knowledge. Roughly 3000 help docs across all systems
  • Top priorities for 2020 — Want to build a tiered support system, revamping help docs, Live agent chat
  • Learning Management System (LMS) — Both for agents and customers i.e., agent on-boarding (human intensive and not only content from general LMS, but also about Zendesk, support style etc.). Customer training — they had in-person train-the-trainer model earlier but that didn’t scale. Focus in shifting to put training in LMS and use that to train the trainer
  • Key Metrics — First reply time & Total resolution time (indicates backlog especially during busy season). Common ones — CSAT etc. Prefer actionable insights e.g., automatic email being sent to agents that gives them actionable data about how they did in a certain period
  • Recommendation of resources in Support — HelpScout Blog (content on Support is really good), Support Driven Community, Radical Candor, The Goal
Nov 11 2019 · 52mins
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Beyond the Mirror Image – An Interview with Matt Dale

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We’re happy to bring to you this week our interview with Matt Dale, the author of the reference book, Beyond the Mirror Image: The Observer’s Guide to Quantum Leap. If you’re a regular listener of our show, you’ve heard us reference this book in perhaps every episode. Matt talks about the origins of the book, and the love … Continue reading Beyond the Mirror Image – An Interview with Matt Dale →

Mar 06 2018 · 1hr 21mins