PODCAST · business
TelecastPH
by Jeff Thompson
A podcast hosted by Jeff Thompson, Director of Client Solutions for TeleworkPH. We'll feature interesting guests, business leaders, and discuss a wide range of business topics designed to give you a little more insight into your own processes and behaviors as well as how alternative staffing solutions from TeleworkPH can help you crush those goals quicker.
Episodes
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Scaling and Managing Support Teams Episode 8: Why Support And Product Should Work Together With Ana-Alicia Siquerios
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…
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Scaling and Managing Support Teams Episode 7 :Building, Training, and Leading Remote Tech Teams with John Gombocs
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...
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Scaling and Managing Support Teams Episode 6: GTM Strategies: Support vs Success w/ Kishore Balasubramanyan
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...
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Scaling and Managing Support Teams Ep.5: Preparing The Support Function For Scale with Bettina Abbott
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...
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Scaling and Managing Support Teams Ep.4: Building A Support Team From Scratch With Angelica Rosen
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...
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Scaling and Managing Support Teams Ep.3: Responding to Customer Feedback with Geoff Ankuda
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…
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Scaling And Managing Support Teams Ep.2 Scaling Support Teams the Smart Way: Insights from Stephen Ng on Efficiency, KPIs, and Leadership
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…
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Scaling and Managing Support Teams Ep 1. Documentation And Process Improvement With Pam Connors
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...
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Ep. 43 How To Thrive During A Recession
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...
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Ep. 42 The Importance of Partnering with an ISO Certified Company
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...
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Ep. 41 Inflation and Brand Loyalty
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...
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Ep. 40 How To Improve Efficiency By Outsourcing
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...
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Ep. 39 The Art Of Writing Customer Support Emails
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....
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Ep. 38 Are You Playing Tag With Your Customers?
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…
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Ep.37 Chatbots VS. Live Chat Agents
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...
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Ep. 36 Reach The People Your Marketing Team Can't
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...
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Ep.35 DC vs Marvel: The Ultimate Power of Brand Loyalty
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...
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Ep. 34 What Are Your CSATS telling you?
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...
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Ep. 33 Down the Rabbit Hole Of Social Media
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…
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Ep. 32 Big D Goes To Hell And Back
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...
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Ep. 31 Monsters and Aliens!
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...
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Ep.30 An Ounce Of Prevention...
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...
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Ep. 29 The Rise Of The Consultant
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...
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Ep. 28 Be The Reason Someone Smiles
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...
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Ep.27 The Bubble Of Social Media
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...
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Ep. 26 Rapping About Writing: The Art Of The Blog
A conversation with Adam Ward BA (Hons) MA, Author, poet, musician and Content Marketing Specialist At Lead metrics 33 minutes In today’s episode, Adam and I delve into the world of blogs and blog writing. Blog writing is the perfect way to connect with your target customer base. By having a...
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EP.25 The Birth Of An SaaS Startup
A conversation with Paul Doerwald, Founder and CEO of Clockk 40 minutes Paul Doerwald, founder and CEO of Clockk, had a vision. He listened to and heard the pains of freelancers and consultancies when it came to properly billing clients for their time. So he set out to make a difference. He...
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Ep.24 How To Supercharge Your Leadership
A conversation with Ben Dueck, The Leadership Guy 40 minutes This episode features a powerful conversation about leadership with Ben Dueck, President and Founder of Cantera Leadership. Ben is "The Leadership Guy" having earned a Masters degree in leadership and becoming a Certified…
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Ep.23 COVID-19 And LinkedIn Social Selling
A Conversation With Jeff Pugel, Founder And CEO Of Ignition 36 minutes Today's episode features an intriguing conversation I had with Jeff Pugel. Jeff founded Ignition to help B2B businesses and sales teams get off the rollercaoster and create new opportunities by: Knowing who you are as a…
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Ep. 22 EQ For Leadership And Customer Support
A conversation with Teresa Quinlan 43 Minutes Today's episode features an amazing conversation with Teresa Quinlan, a Transformation Specialist through Emotional Intelligence (or EQ). This was seriously an eye opening conversation for me. Some of the key takeaways: The fundamentals and basics of…
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Ep. 21 COVID-19 Survival As A Small Queen Bee Business
Ep. 21 TelecastPH 36 minutes I had a great conversation with Glen and Shevelle Stephens, owners of Revival queen bees in Alberta Canada. I learned some fascinating facts about bees, queen bees especially and the entire beekeeping and honey business. But the key takeaways to the conversation is…
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Ep. 20 Using Your Left Brain And Right Brain Together- A Conversation With Jenny Siede
27 minutes Are you right brained or left brained? For right brained people creativity comes easy whereas logic may be a struggle. For left brained people it's just the opposite. They flourish with math skills and logic, but sometimes fall short with creativity. In this episode, I talk with Jenny...
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Ep. 19 TeleworkPH Raw- Transforming 500 Agents To WFH
In response to the COVID-19 outbreak and local and national government agencies imposing quarantine, TeleworkPH had to make a decision. And we had to make it fast. It was never an issue of IF we could make the transformation to work from home, it was a matter of what's the best way to get it…
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Ep.18 Behind The Scenes At TeleworkPH
A conversation with HR Director Dreamy Rose Loquinario 33 minutes Ever wonder what goes on behind the scenes at a call center? I had an amazing conversation with our HR Director Dreamy Rose Loquinario who shared her challenges in the day to day operations of TeleworkPH. We discuss what it’s like…
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Ep. 17 Reboot - Do Filipinos Really Speak English?
Ep.17 The TeleCastPH Reboot Do Filipinos Really Speak English? 15 minutes Welcome to the TeleCastPH reboot! Why the reboot? I wanted to take a step back and really review the content I was putting out. My goal is to take it to the next level. In this episode we talk about some of the…
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Ep.16 Interview with "Coach" Paul Josen, Head of Learning and Development at TeleworkPH
TelecastPH ep.16 15 minutes Training is one of the most important and essential part of any business. And it’s also important to recognize that people have different personalities and learn in different ways. Having a training department skilled in not only passing knowledge, but being able to...
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Ep.15 Building Brand Loyalty Through Customer Support Tip Five: Making The Customer Whole Again
This is the fifth in the 5 part series of how to use customer support to build a stronger brand loyalty. Today we are talking about the fifth and final way customer support can help build brand loyalty and that is by making the customer whole again and how you’ll want to empower support to be…
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Ep.14 Building Brand Loyalty Through Customer Support Tip Four: Building/Repairing Trust
This is the fourth in the 5 part series of how to use customer support to build a stronger brand loyalty. Customers like to identify with the brands they choose and trusting that brand is a major factor in the customer journey. And there could be several times during that journey when the…
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Ep. 13 Building Brand Loyalty Through Customer Support Tip #3 Follow Ups And The Personal Touch
This is the third in the 5 part series of how to use customer support to build a stronger brand loyalty. Those that follow my articles and podcast should know by now how I’m a huge advocate of personal follow ups when it comes to customer support. Follow ups on support cases can make the…
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Ep. 12 Building Brand Loyalty Through Customer Support Tip Two: Customer Suggestions
This is the second in the 5 part series of how to use customer support to build a stronger brand loyalty. Do you listen to your customer’s suggestions? I mean really listen to them? Do you have a platform where your customers can make suggestions and know they are heard? In this episode of...
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Ep. 11 Building Brand Loyalty Through Customer Support Tip #1 Active Listening
Building Brand Loyalty Through Customer Support Brand loyalty is imperative. And you need your customers to spread the word about your product or service. After all, that type of free advertising is worth more than any ad you could buy or social media marketing campaign. When one person tells...
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Ep.10 What Do You Get When You Outsource With TeleworkPH
I just got out of a call with a prospective client who is considering outsourcing her company’s support staff with us. We had a great time talking about the ways her company can benefit from outsourcing with TeleworkPH and I have to say she went away happy and armed with a lot of info to help her...
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Ep.9 Getting On The Customers Level
There’s quite a bit of psychology that goes into giving great customer support. It’s not always easy 😔 The goal is to make a connection with the customer. This can be a bit of a challenge over the phone☎️ Especially when you only have just a few seconds to assess the situation through the tone…
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Ep.8 Keep It Real With Customer Expectations
Customer dissatisfaction stems from ONE major element. Their expectations were not met. I think you'll agree that setting the right expectations is crucial. Especially in dealing with support issues. Here I included some of the things I have done in the past while working support that have not…
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Ep.7 Clear The Clutter & Increase Your Productivity
Want to increase your productivity and keep you mind clear? Take a few tips from my Grandfather One of the top salesmen ever for The Akron Bearing Company He always kept his desk clutter free. Not only that, he planted flowers all around his home. He kept his spaces clean and beautiful A…
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Ep.6 What's In Your Strat Plan For 2020?
What’s In your Strat Plan For 2020? How about Process management and Improvement? Is your process management and improvement currently sitting on the back burner? Thats one area strategic outsourcing can help 𝐀𝐝𝐝𝐢𝐧𝐠 𝐨𝐮𝐭𝐬𝐨𝐮𝐫𝐜𝐢𝐧𝐠 𝐭𝐨 𝐲𝐨𝐮𝐫 𝐬𝐭𝐫𝐚𝐭 𝐩𝐥𝐚𝐧 𝐟𝐨𝐫 𝟐𝟎𝟐𝟎...
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Ep. 5 Managing A Remote Team-While Working Remote As Well- With Jonathan Prevost From Stack Sports
Jonathan Prevost of Stack Sports joins BizDev Jeff to talk about his journey with Stack and how he was able to manage a global remote staff- while working remote himself. Jon offers some amazing insight into processes, working with Filipinos and how he was able to maintain a staff from all areas…
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Ep. 4 How To Keep The Work Life Balance When Running A Startup -Interview With Marge Aviso CEO Of TeleworkPH
Marge Aviso, founder and CEO of TeleworkPH joins BizDev Jeff to discuss what it is like running a startup while pregnant and the importance of maintaining the work life balance. She also offers advice to other women entrepreneurs who may find themselves in a similar situation and shares…
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Ep. 3 Running A Successful Customer Support Department With Darrell Holiday Of Stack Sports
Director of Customer Support for Stack Sports, Darrell Holiday joins BizDev Jeff to discuss the ins and outs of running a successful customer/tech support and how outsourcing has played a major role in its success. You may have seen Stack sports in the news lately as they just recently acquired…
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Ep.2 Is Outsourcing Evil?
There are many misconceptions about outsourcing. (Wait until you hear #3..its a shocker) Some people even think that outsourcing is evil. In ep.2 of TeleCastPH, Bizdev Jeff delves into these misconceptions and addresses some of the concerns many business owners and CEO's have when it comes to...
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ABOUT THIS SHOW
A podcast hosted by Jeff Thompson, Director of Client Solutions for TeleworkPH. We'll feature interesting guests, business leaders, and discuss a wide range of business topics designed to give you a little more insight into your own processes and behaviors as well as how alternative staffing solutions from TeleworkPH can help you crush those goals quicker.
HOSTED BY
Jeff Thompson
CATEGORIES
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Frequently Asked Questions
How many episodes does TelecastPH have?
TelecastPH currently has 51 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is TelecastPH about?
A podcast hosted by Jeff Thompson, Director of Client Solutions for TeleworkPH. We'll feature interesting guests, business leaders, and discuss a wide range of business topics designed to give you a little more insight into your own processes and behaviors as well as how alternative staffing...
How often does TelecastPH release new episodes?
TelecastPH has 51 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to TelecastPH?
You can listen to TelecastPH on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts TelecastPH?
TelecastPH is created and hosted by Jeff Thompson.
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