255: Mastering Outage Management; with Lauren Rose Eimers

Mastering Outage Management; with Lauren Rose EimersImagine being at the helm of customer support when technology fails us—navigating the stormy seas of software outages is no small feat. That's why this episode has us sitting down with Lauren Rose Eimers, a sage in the art of crisis management, to share the secrets and strategies for thriving amidst system instabilities. We'll guide you through the nuances of pinpointing and recreating issues, equipping our development comrades with the essential intel to combat bugs and breakdowns. But it's not all tech talk; we also address the human element, acknowledging the strain on customer emotions and how to manage expectations when the digital world falters. As the dust settles on a system outage, the true work begins. Lauren and I traverse the less-charted territories of post-crisis communication—revealing how to nurture customer relationships and express gratitude to those unsung heroes in the frontline trenches. Discover the 'growth edges' that each challenge offers, enabling us to bolster our processes, procedures, and training. We moreover delve into the critical adjustments that fortify our defenses against future failures, touching upon the importance of code reviews and quality checks. And let's not forget the heart of our operations—the support team. Learn why their well-being post-crisis is paramount and how acknowledging their dedication can reinvigorate the entire crew. Join us for a candid conversation that's essential for every customer support leader.Support the show