TelecastPH

Customer support is not just about solving problems—it’s about bridging gaps. And one of the biggest gaps in many organizations? The one between Support and Product. In this episode of Telecast PH, host Jeff Thompson sits down with Ana-Alicia Siquerios to talk about why breaking down these silos is key to a better customer experience. Support teams have a front-row seat to what customers love—and...

In this episode of Telecast PH, host Jeff Thompson engages in an insightful conversation with John Gombocs, a Global Training and Technical Support Manager with over 15 years of experience in building and managing remote tech teams. John unpacks the nuances of training, leading, and fostering collaboration across global teams in remote environments. Key Takeaways: -Addressing cultural differences...

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 diff...

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 h...

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. S...

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 busines...

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...

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...

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...

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...

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...

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 cu...

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....

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...

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...

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 w...

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...

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 episo...

 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 m...

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, exp...

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, f...

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 conversation with Samantha Johnson, president of NollaCorp Innovative Solutions 51 minutes I had put out a post a few weeks ago on LinkedIn about looking for guests for the podcast. I got a few inquiries, but the one that stood out was a woman by the name of Samantha Johnson from Grand Rapids Michigan. Now whenever someone reaches out to inquire about being a guest I always take a look at their...

A conversation with Michael Ray, Founder of Smile Project Louisville 36 minutes Doing this podcast has been one of the joys in my life for the past year.  In the intro I say this podcast is "dedicated to changing the way we look at outsourcing to the Philippines"- and it is. However the goal has always been more than just getting the word out about what we do here at TeleworkPH.  When I...

A conversation with MJ Felizarta, founder of Bublle Media & Co 41 minutes Sometimes a new company evolves from necessity. And in a way that's how Bubble Media & CO was founded. Tired of working the 9-5 for the BPO industry and a year of family health problems and financial setbacks, MJ Felizarta took her passion and started Bubble Media & Co. a social media management company. I t...