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 profilesHow one interview question about a chicken coop reveals more than a resume ever willWhy leaders avoid difficult conversations ... and what it costs when they doHow average handle time can turn your support team into clock watchersWhy a fresh set of eyes on a broken process is one of the most underrated leadership toolsCHAPTERS00:00 Support across banking, manufacturing, and SaaS02:01 Transactional vs. complex support environments04:41 Hiring for curiosity and learning agility07:42 Rebuilding confidence after hiring mistakes09:02 Difficult conversations and why timeliness matters10:40 Defining "world class" so your whole team means the same thing12:59 Common language as the North Star for metrics and culture15:18 First Class Lounge19:32 Metrics as weapons vs. metrics as coaching tools22:54 Starting with data when you walk into a broken situation24:34 Low-hanging fruit and the power of a fresh set of eyes25:47 Navigating sacred processes that need to changeMelissa Bardsley on LinkedIn: https://www.linkedin.com/in/melissabardsleync/Listen: https://www.cxpassport.comWatch: https://www.youtube.com/@cxpassportNewsletter: https://cxpassport.kit.com/signupI'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).