TelecastPH

In Episode 6 of Telecast PH, host Jeff Thompson speaks with Kishore Balasubrmanyan, an expert in scaling Customer Success and Customer Support teams for global SaaS companies. Together, they explore the distinct roles of Customer Success and Customer Support and their critical contributions to retention, revenue, and advocacy. Key Takeaways: -Discover how Customer Success and Customer Support differ in their roles and impact. -Learn why proactive success teams are vital to retention, expansion, and customer advocacy. -Explore strategies for scaling global teams while maintaining a consistent and high-quality customer experience. -Find out how AI and automation are transforming customer support and customer success in the SaaS industry. -Get insights into building strong cross-department collaboration to close the feedback loop and drive customer satisfaction. Don’t miss this engaging conversation filled with actionable strategies and future-focused insights. Tune in now and subscribe to Telecast PH to uncover how to elevate your customer experience and scale your support operations! Discover how Telework PH can help you build a proactive and scalable customer support team that delivers exceptional results. Visit www.teleworkph.com to learn more about our outsourcing solutions. Ready for a personalized consultation? Connect with Jeff Thompson on LinkedIn to discuss how we can tailor our services to your business needs. 👉🏼 / jeffthompsontwph Connect with Kishore Balasubramanyan on LinkedIn 👉🏼 / kishore-balasubramanyan-135a3a6 #businessowners #customersupport #podcasts #podcast #scaling

In this 5th episode of our series on Scaling and Managing Support Teams, join our host Jeff Thompson as he discusses with Bettina Abbott, a seasoned support leader, the essential strategies for preparing your support team for growth. Key Takeaways: - Discover how to pinpoint the right moment for scaling your team, ensuring you're proactive rather than reactive. - Highlighting the crucial role of having training materials and infrastructure ready before the scaling process begins. - Uncover strategies for building a robust team that can handle both increased volume and maintain high-quality service. - Gain insights on the typical mistakes made during scaling and strategies to avoid them. Don’t forget to subscribe to Telecast PH for more expert advice aimed at fostering sustainable growth and operational excellence. Unlock the potential of your support team with insights from this episode! And if you're ready to discover what offshore outsourcing can do for your business, visit www.teleworkph.com or connect with Jeff Thompson on LinkedIn for tailored outsourcing solutions. 👉🏼 https://www.linkedin.com/in/jeffthompsontwph/ Connect with Bettina Abbott on Linkedin 👉🏼 https://www.linkedin.com/in/bettina-e-abbott/ #businessowners #customersupport #podcasts #podcast #scaling www.teleworkph.com

In this fourth installment of our 'Scaling and Managing Support Teams' series on Telecast PH, we focus on the crucial role of customer support systems in today's rapidly growing business environment. As companies continue to emerge and expand, crafting effective and empathetic customer support is essential. Join us as we chat with Angelica Rosen, an experienced leader in support team management. She shares insights on building a support team from the ground up and keeping customer interactions personal and empathetic as the team expands. Key Takeaways: - Learn the essential steps for setting up a new support team. - Discover how to maintain a personal touch in customer service as your team grows. - Benefit from Angelica’s experiences with integrating strong customer support practices in various business settings. - Get practical advice and real-world examples that can be applied to any customer support operation looking to expand effectively. Tune in to this episode on YouTube and Spotify to gain insights into building a support system that not only meets but anticipates customer needs, ensuring every interaction remains impactful and personal. Listen on your preferred platform: Spotify 👉🏼 YouTube 👉🏼 https://youtu.be/_ruqcbLIta0 Don’t forget to subscribe to Telecast PH for more insightful strategies in customer support management. Discover how outsourcing with Telework PH can transform your customer support from routine to remarkable. Visit www.teleworkph.com for more information. To explore how our outsourcing solutions can benefit your business specifically, connect with Jeff Thompson on LinkedIn for a detailed discussion. 👉🏼 https://www.linkedin.com/in/jeffthompsontwph/ Connect with Angelica on Linkedin 👉🏼 https://www.linkedin.com/in/angelica-rosen/ #businessowners #customersupport #podcasts #podcast #scaling

In this third episode of our Scaling and Managing Support Teams series on Telecast PH, we feature an enlightening conversation with Geoff Ankuda, a seasoned Customer Support Manager. He explores the dual responsibilities of support teams, highlighting their role as both the face of the company and the advocate for the customer. Learn how effective management of customer feedback can drive business improvement and growth. Key Takeaways: - Explore how support teams bridge the gap between customers and the company, shaping the customer experience and influencing business strategies. - Discover why harnessing customer feedback is crucial for refining products and services. - Geoff shares strategies for gathering feedback across various channels to ensure comprehensive customer insights. - Learn about the tools and methods that enable support agents to efficiently address feedback while upholding service excellence. - Understand how to assess and prioritize feedback to tackle the most significant issues first. - Hear about proactive strategies to anticipate and mitigate potential issues before they escalate. - Find out how effective communication and attentive feedback handling can build trust and foster lasting customer relationships. Join us to gain valuable insights from Geoff’s experience and discover actionable strategies that can transform your support operations into a strategic asset for your business. Enjoyed the episode? Subscribe to Telecast PH for more expert insights from our Scaling and Managing Support Teams series! Find out more about Telework PH Connect with me on LinkedIn

In the second episode of our Scaling and Managing Support Teams series, we sit down with Stephen Ng, Senior Director for Global Support and Customer Advocacy at Splashtop, to explore the secrets of scaling support operations efficiently while maintaining high-quality service. Stephen brings over 30 years of experience managing both domestic and international support teams, and he shares his expert strategies for improving processes, leveraging KPIs, and aligning support with product development. If you’ve ever struggled with balancing growth, costs, and customer satisfaction, this episode is for you. Learn how to turn your support team into a strategic asset! 𝐊𝐞𝐲 𝐓𝐚𝐤𝐞𝐚𝐰𝐚𝐲𝐬: Looking to optimize your support operations? Telework PH is here to partner with you on building a high-performing, scalable team that aligns with your business goals. Discover the possibilities at www.teleworkph.com, or connect with Jeff Thompson on LinkedIn to explore how offshore outsourcing can elevate your support strategy. Enjoyed this episode? Subscribe for more expert insights from industry leaders in our Scaling Support Teams series!

In this exciting first episode of our series on Scaling and Managing Support Teams, we sit down with Pam Connors, a Process Optimization expert, to uncover the hidden costs of inefficient documentation and processes. Pam shares invaluable insights on how to streamline operations, eliminate bottlenecks, and improve both customer satisfaction and support team morale. If you’ve ever wondered how much ineffective processes are holding back your business, this episode is for you. Discover how to turn inefficiencies into opportunities for growth! Key Takeaways: - Discover how inadequate documentation can hinder support teams and lead to decreased customer satisfaction. - Understand why solid process documentation is the backbone of scalable and efficient support teams. - Learn the significance of involving support agents in process improvement efforts, transforming them into advocates for positive change. - Hear how Pam helped a company save over $1 million a year by refining and automating a key process, improving both employee morale and customer satisfaction. - Explore the various tools and platforms that can be utilized to manage and streamline support processes effectively. Ready to optimize your support team and scale with ease? Reach out to us at Telework PH to learn how we can help you build efficient, customer-centric support teams. Visit www.teleworkph.com or connect with Jeff Thompson on LinkedIn if you're ready to explore what offshore outsourcing can do for your business. Enjoyed this episode? Subscribe and stay tuned for more insights from industry experts in our Scaling Support Teams series!

In this episode of TelecastPH, host Jeff Thompson explores the strategic move of offshore outsourcing and how it can help businesses not only survive but thrive during a recession. Amid economic hardships and challenges, smart business leaders understand the importance of maintaining exceptional customer experience and maximizing efficiency to stay ahead of the competition. Jeff delves into the advantages of outsourcing during tough times, such as significant cost savings, increased productivity, and the ability to strategically allocate resources. He addresses common objections and fears about outsourcing, highlighting the availability of tools and platforms for effective communication and quality control. Jeff also emphasizes the value of partnering with an ISO-certified outsourcing provider like TeleworkPH, ensuring data protection, ethical standards, and cost-effective solutions. By outsourcing critical functions to experienced specialists, businesses can expand their customer base and access new markets. Despite the risks, choosing the right outsourcing partner can lead to success even in uncertain times. So, if you're a business owner looking to navigate a recession strategically and maintain exceptional customer satisfaction, this episode is a must-listen. Tune in to discover how offshore outsourcing can be your ticket to success. To find out more about TeleworkPH and their affordable alternative staffing solutions, visit their website at https://www.teleworkph.com/. You can also connect with Jeff Thompson on LinkedIn at https://www.linkedin.com/in/jeffthompsontwph/ Follow TeleworkPH on social media for more great content and business insights: https://www.facebook.com/teleworkphhttps://www.instagram.com/teleworkph_osi/https://www.linkedin.com/company/teleworkph/https://www.youtube.com/@TelecastPHPodcasthttps://www.pinterest.ph/TeleworkPH/https://www.tiktok.com/@teleworkph

In this episode of TelecastPH, host Jeff Thompson discusses the significance of ISO certification when selecting a company to partner with for business growth and success. ISO certification is an internationally recognized standard for quality management, demonstrating that a company meets the highest standards of quality, safety, and reliability in their products and services. Jeff explains why partnering with an ISO certified company is crucial and highlights the journey of TeleworkPH towards ISO certification. Key Takeaways If you're a business owner or decision maker looking to partner with a company that values quality and excellence, this episode is for you. Tune in to learn why ISO certification is a must-have for any business and how Telework PH is striving towards achieving it. find out more about Telework PH and about our affordable alternative staffing solutions hop on over to https://www.teleworkph.com/ Or connect with me on LinkedIn: https://bit.ly/35cXzS0 Follow us for more great content and business insights: Facebook: https://www.facebook.com/teleworkph Instagram: https://www.instagram.com/teleworkph_osi/ LinkedIn: https://www.linkedin.com/company/teleworkph/ Youtube: https://www.youtube.com/@TelecastPHPodcast Pinterest: https://www.pinterest.ph/TeleworkPH/ TikTok: https://www.tiktok.com/@teleworkph

Inflation and rising energy costs are forcing many companies to find ways to cut corners and stay in business. In fact, if you watch the recent projections, it may be getting worse before it gets better. With looming memories of the pandemic, fear and uncertainty may be tempting many business leaders to start reducing support staff or even shortening customer service operating hours to cut costs. But what will that do to the customer experience? How will your loyal customers react? Listen to this episode of Telecast PH and discover how that brand loyalty you worked so hard to achieve from your customers may work against you in times of inflation and even recession. And why… Then discover what can be done to prevent losing good, loyal customers forever…and still operate at a lower cost and higher margins. Your customers will thank you for listening! To find out more about Telework PH and about our affordable alternative staffing solutions hop on over to https://www.teleworkph.com/ Or connect with me on LinkedIn: https://bit.ly/35cXzS0 Make sure to follow this podcast for more on how you can enhance your customer experience!

There are so many ways to improve efficiency in a company’s operations. Reviewing processes, finding leaks, and even consolidating department tasks can help, but isn’t there an even more effective way? Yes there is. Through outsourcing some of the non-core aspects to the experts. Those that focus and specialize in one specific area, like customer support, can deliver a streamlined experience to customers with less hassle and yes, less overhead. But if you think outsourcing is only a way to cut costs then you’ll want t listen to this episode. Find out here how any company can improve efficiency through outsourcing. Thanks for listening. To find out more about Telework PH and about our affordable alterative staffing solutions hop on over to https://www.teleworkph.com/ Or connect with me on LinkedIn: https://bit.ly/35cXzS0 Make sure to follow this podcast for more on how you can enhance your customer experience!

Keeping customers engaged with a brand can have many moving parts. It can seem like an enigma wrapped up in a riddle trying to figure out new and exciting ways to make sure customers stay loyal and tell their friends all about how good they feel about the choice to use this product or service. ..and sometimes in that search the simplest and most basic tweaks can get overlooked and forgotten about. In this episode we take a look at the Art of Writing Customer Support emails and how this basic conversational communication can set the entire atmosphere for how customers will see the rest of their experience with a brand. Thanks for listening. To find out more about Telework PH and about our affordable alterative staffing solutions hop on over to https://www.teleworkph.com/ Or connect with me on LinkedIn: https://bit.ly/35cXzS0 Make sure to follow this podcast for more on how you can enhance your customer experience!

If there's one thing customers in 2022 hate — t's waiting for a resolution to their support issues. Playing an endless game of email tag because they lead a busy life and aren't available during support hours can be the deciding factor in leaving your brand for the competition. Customer Experience is the new battleground where companies compete, and if your company or support staff is making your customers wait, then you need to look into other solutions. They won't stand for it for too long. So why are customers so impatient these days? And how can you make the changes to meet their demands? Listen to this episode to find out! Thanks for listening. To find out more about Telework PH and about our affordable alterative staffing solutions hop on over to https://www.teleworkph.com/ Or connect with me on LinkedIn: https://bit.ly/35cXzS0 Make sure to follow this podcast for more on how you can enhance your customer experience!

If there's one thing that the pandemic taught us it's that people like interaction with other people. Those that were forced into lockdown and quarantine situations who weren't able to work from home and actually communicate with people on the outside world on a regular basis, struggled because they missed that one element that really keeps us sane and that's human interaction The same can be said about the customer experience and using chatbots and other automations when it comes to customer support. You cannot give your customers an exceptional experience by throwing chatbots and artificial intelligence at them to replace a live person when they have a serious or more complex issue. They want that human touch to feel reassurance… Sure, they seemed like a great idea in the beginning as a way to streamline the customer experience and cut costs ...but was it really just a wolf in sheep’s clothing ? And we're seeing now how chatbots are on a steady decline yet there are a lot of companies that are still holding on to them- trying desperately to make them work If you're using chatbots as the main foundation for your customer support or thinking about it- you wanna listen to this episode because it might not be the chat bot itself- but what the chat bot represents that could end up driving your customers away Thanks for listening. To find out more about Telework PH and about our affordable alterative staffing solutions hop on over to https://www.teleworkph.com/ Or connect with me on LinkedIn: https://bit.ly/35cXzS0 Make sure to follow this podcast for more on how you can enhance your customer experience!

Did you know that 92% of your potential customers are simply unaffected by your marketing? In this episode we explore how providing an exceptional customer experience can help reduce marketing costs AND reach those customers your marketing team can't. Listen in and discover the one key reason why your marketing doesn't seem to resonate with the customers you are trying to attract — and what you can do to change that! Thanks for listening. To find out more about Telework PH and about our affordable alterative staffing solutions hop on over to https://www.teleworkph.com/ Or connect with me on LinkedIn: https://bit.ly/35cXzS0 Make sure to follow this podcast for more on how you can enhance your customer experience!

Here’s a quick brand loyalty test. Who do you prefer? Ant Man or Atom? Captain Marvel or Superman? And the ultimate choice: Iron Man or Batman? Chances are you most likely have a preference. Or an obsession? The point is, comic book fans in general tend to stay loyal to their brand. Both DC and Marvel have reached a point in brand loyalty where neither of them have to chase after fans. They don’t have to say “please watch our movies and buy our merch” They simply say “Here’s the movie you’ve been waiting for!” Ok, ok so maybe comic books can’t compare to what you are offering. Wouldn’t it be awesome to have such brand loyalty? How did they or any company with great brand loyalty get to that level? We'll take a look at what it takes to achieve superior brand loyalty and how providing an amazing customer experience can ensure you keep it! Thanks for listening. To find out more about TeleworkPH and about our affordable alterative staffing solutions hop on over to https://www.teleworkph.com/ Or connect with me on LinkedIn: https://bit.ly/35cXzS0

Love 'em or hate 'em, CSAT surveys are one of the fastest ways to get feedback from a customer after a support interaction. CSATS allow the customer to numerically rate, in most cases, the interaction and experience they had while their support issue was resolved. But are you asking the right questions on your CSAT surveys? Do you know what they are actually telling you? In this episode of TelecastPH, we take a quick look at customer support CSAT surveys and the questions they should and should not be asking. Also, we'll talk about ways to increase the customers response rate. Make those CSAT surveys do their job! Thanks for listening. To find out more about TeleworkPH and about our affordable alterative staffing solutions hop on over to https://www.teleworkph.com/ Or connect with me on LinkedIn: https://bit.ly/35cXzS0

A conversation with Graphics and Social Media Manager for E2E Studios, Eilidh Moyes 1hr. 40 minutes Yes, this episode is a lot longer than most. However, as I was editing, every time I went to cut something out, I changed my mind. There is just too much value to miss a single word. Eilidh opened my eyes to a lot of the reality which is social media. Her almost revolutionary ways and ideas will make you seriously think about your own behaviors with your social media campaigns. Eilidh is well on her way, if not already, to becoming a social media expert. From her home in a little farming town in Scotland, she leads us down the rabbit hole of social media and explains many of the mistakes brands and businesses make when posting to social media. Mistakes that end with very little or even damaging results. Key Takeaways: Grow organically before using paid ads“Likes” vs. impressionsWhich social media platforms are the best for B2B or B2CAre Google and LinkedIn ads with the money at startup?Reflect on your own behaviors when posting to social mediaWhy Facebook and Instagram work for brand awarenessHitting the wrong audienceStaggering content/no need to post dailyAlso we take an indepth look at the role of the influencer and social media as a wholeIf you’re struggling with social media then this episode is for you. Connect with Eilidh: https://www.linkedin.com/in/eilidhmoyes/ Check out E2Estudios: Website: http://e2estudios.com/ Facebook: https://www.facebook.com/E2EStudios Email: contact@e2estudios.com Thanks for listening. To find out more about TeleworkPH and how we can help your business scale up quicker hop on over to https://www.teleworkph.com/ Or connect with me on LinkedIn: https://bit.ly/35cXzS0

A Conversation With Celebrity Chef And Hell's Kitchen Season 19 Contestant, Declan Horgan 50 Minutes Are you a Hell's Kitchen Fan? How about a home chef who drools over watching Gordon Ramsey work his magic? In this installment of Telecast PH we are talking with celebrity chef and Hell's Kitchen season 19 contestant, Declan Horgan, who gives us a little background into his life, experience, and how his passion for cooking came to be. We also learn a little about being behind the scenes at Hell’s Kitchen and what its like to meet and cook for Gordon Ramsey And Chef Declan lets us in on what he has in the pipeline for 2021 including some amazing investment opportunities. Also, he has some golden advice for thgose who are thinking of getting into the restaurant game. If you like Hell’s Kitchen and BBQ sauce then you'll love this episode! Connect With Chef Declan Horgan chefdeclan@ramiroproductions.com Chef@declanhorgan.com https://www.instagram.com/declan76/ Thanks for listening. To find out more about TeleworkPH and how we can help your business scale up quicker hop on over to https://www.teleworkph.com/ Or connect with me on LinkedIn: https://bit.ly/35cXzS0 #bizdevjeff #telecastph #teleworkph #hellskitchen #fox #chef #cooking #investment

A conversation with independent filmmakers Adam and Kristin Steigert 1 hour I had the unique privilege to have a conversation with Independent Filmmakers and husband and wife Adam Aka (Indie Adam) and Kristen Steigert who have brought us such films as Fang and Horrific Evil Monsters. So you may wonder why would a podcast mainly geared toward business feature independent filmmakers. Simply put, filmmaking is their business. In fact, back in 2017 , along with another partner Christopher Burns Jr., started a film company named 388 studios. They have the same structure as any business- they take a creative idea- they produce that idea then take the product to market- and face the same challenges along the way. Key Takeaways The challenges of filmmakingYou have to do something different if you want to stand outPassion overrides everythingThe freedom of staying independent and self producingKnow your audience (market)Grab you audience in the first 15 secondsGive your audience what THEY wantPLUS we learn about their individual journeys into filmmakingAdam and Kristin make large scale slasher horror B movies. And these films are, in my opinion, budding cult classics. Curious what I mean by large scale movies? Adam and Kristen explain Follow Adam and Kristin's work: http://www.388studios.com/ FB- https://www.facebook.com/OfficialAdamSteigert YouTube- https://bit.ly/3oJZJ4N Twitter - https://twitter.com/AdamRSteigert IMDb - https://www.imdb.com/name/nm4050406/ Films: The Horrific Evil Monsters Fang Ombis Thanks for listening. To find out more about TeleworkPH and how we can help your business scale up quicker hop on over to https://www.teleworkph.com/ Or connect with me on LinkedIn: https://bit.ly/35cXzS0 #bizdevjeff #telecastph #teleworkph #filmmaking #indiefilms #indie

A conversation with Zack Abbott, Microbiologist and CEO of ZBiotics 54 minutes What if I told you that you can go to the upcoming holiday office parties- drink as much as you want and not wake up with a hangover? Well that's exactly what my guest in this episode has made possible. I had a conversation with microbiologist and Co- founder and CEO of ZBotics, Zack Abbott. They have formulated a genetically engineered probiotic drink that, with a little bit of pre planning, you can indulge in your favorite alcoholic beverages and bypass the after effects the next morning. However, this is just the beginning. They have several other projects going on that can make a huge impact on health and wellness. Some key takeaways: Gut health and the microbiomeHow acetaldehyde, a by product of consuming alcohol, is toxic to the body and is the main source of the "morning after"How stress, mood, and even lack of sleep can affect our gut bacteriaAny biological function on the planet can be programed into a bacteria with genetic engineeringHow Zack looks to things that would benefit his own life for product and business ideasThe challenges and surprises faced in the three years it took to bring this product to the marketSeize the morning after the night before!ZBiotics is the first ever product of its kind to hit the market and remains so today. And as Zack explains, ZBiotics is not making any attempts to promote alcohol abuse or indulgence in any way, but explains that ZBiotics is an important part of drinking responsibly along with other factors. Find out more about ZBiotics and get some fun and interesting science facts! https://zbiotics.com/ https://www.facebook.com/ZBiotics https://twitter.com/ZBioticsCompany https://www.instagram.com/zbiotics/ Thanks for listening. To find out more about TeleworkPH and how we can help your business scale up quicker hop on over to https://www.teleworkph.com/ Or connect with me on LinkedIn: https://bit.ly/35cXzS0 #bizdevjeff #telecastph #teleworkph #outsourcingservices #customersupport #customercare #outsidetheboxthinker #outsourcing #business #entreprenuer #growyourbusiness #ceo #blogging #smallbusinessowners #motivation #smile