Podcasts about support operations

The U.S. Surgeon General says parents across the country are struggling with increased stress and declining mental health. Parents are juggling work, childcare, education, finances, time management, loneliness and much more. So we're revisiting a recent conversation looking at the biggest challenges parents are facing in the U.S. today and how communities are coming together to support parents and children. Our guests are Rosalia Salgado, mother of two from Hermosa, and community healer with Community Organizing and Family Issues; and Teri McKean, parent and director of Crisis and Support Operations at NAMI Chicago. For a full archive of Reset interviews, head over to wbez.org/reset.

Long-term stress can have many negative outcomes for parents in the U.S., so much so that the U.S. surgeon general says it's time to start treating parental stress as a public health issue. Reset discusses some of the biggest challenges parents face today and how communities are coming together to support parents and children with Rosalia Salgado, mother of two from Hermosa and a community healer with Community Organizing and Family Issues and Teri McKean, parent and director of Crisis and Support Operations at NAMI Chicago. For a full archive of Reset interviews, head over to wbez.org/reset.

Enjoy this encore episode with Vice President of Security and Support Operations of Alert Logic Tom Gorup shares how his career path led him from tactics learned in Army infantry using machine guns and claymores to cybersecurity replacing the artillery with antivirus and firewalls. Tom built a security automation solution called the Grunt (in recollection of his role in the Army) that automated firewall blocks. He credits his experience in battle-planning for his expertise in applying strategic thinking to work in cybersecurity, noting that communication is key in both scenarios. Tom advises that those looking into a new career shouldn't shy away from failure as failure is just another opportunity to learn. We thank Tom for sharing his story with us. Learn more about your ad choices. Visit megaphone.fm/adchoices

Enjoy this encore episode with Vice President of Security and Support Operations of Alert Logic Tom Gorup shares how his career path led him from tactics learned in Army infantry using machine guns and claymores to cybersecurity replacing the artillery with antivirus and firewalls. Tom built a security automation solution called the Grunt (in recollection of his role in the Army) that automated firewall blocks. He credits his experience in battle-planning for his expertise in applying strategic thinking to work in cybersecurity, noting that communication is key in both scenarios. Tom advises that those looking into a new career shouldn't shy away from failure as failure is just another opportunity to learn. We thank Tom for sharing his story with us. Learn more about your ad choices. Visit megaphone.fm/adchoices

What role does FEMA's mission support office play in the agency? How does it help the agency improve its performance? How does FEMA plan for the next disaster? Join host Michael Keegan as he explores these questions and more with Eric Leckey, Associate Administrator for Mission Support at FEMA. Listen to the podcast.

What role does FEMA's mission support office play in the agency? How does it help the agency improve its performance? How does FEMA plan for the next disaster? Join host Michael Keegan as he explores these questions and more with Eric Leckey, Associate Administrator for Mission Support at FEMA.

Today's fundraising leadership conversation comes from Jakarta in Indonesia, the world's most generous country. No country in the world gives as much per capita to charities. This conversation is with Luki Kurniyawan, who is the Director of Support Operations for Yayasan CARE Peduli, CARE international's lead NGO partner in Indonesia. Luki's remit includes coordinating the whole internal structure of YCP to deliver its strategic objectives, with responsibility for fundraising thrown in too. In this conversation we're going to be talking about the practical side of corporate partnerships: where they come from how to build them how to present costs and budgets (that level of detail) how to manage expectations and relationships along the way This was a really interesting conversation for me. I've always enjoyed the challenges and opportunities of initiating and building corporate partnerships as the points where two very different worlds, cultures, ideologies collide. It was great to hear Luki's perspectives and ideas and I'm sure you'll enjoy my conversation with him today. Resources and links mentioned in this episode: CARE International https://www.care-international.org/ Yayasan CARE Peduli https://careindonesia.or.id/en/home/ I hope you've enjoyed listening to this episode of the Fundraising Radicals podcast and that this conversation has challenged, informed, and maybe even inspired you and your fundraising leadership practice. As always, we're grateful to Scaling Up Nutrition Civil Society Network and Care International who are co-funding the Global Radicals Fundraising Leadership Programme, of which this podcast is just one part as we navigate global fundraising together as a global community. Please do subscribe to the podcast on the platform of your choice. If you're a regular listener, you may have noticed that we've recently switched the frequency of these episodes. We've learned a lot over the last few months as we've set this podcast up, as we found our rhythm and what works. We are in this for the long term. Our promise to you is that every month, we'll continue to explore new global perspectives on fundraising and leadership from Asia, Africa, the Middle East, and Latin America, that challenge us all to think differently about our communities, our causes, and our charities and their place in the world. New episodes drop on the 1st of every month, so make sure to tune in to get more global perspectives on fundraising and leadership in the non-profit sector. More about Fundraising Radicals: If you want to find out all the ways in which we're working to empower, equip and engage fundraisers all over the world: Visit our website https://www.fundraisingradicals.com Read our blog https://www.fundraisingradicals.com/blog Follow Fundraising Radicals on LinkedIn https://www.linkedin.com/company/fundraisingradicals Follow Craig on LinkedIn https://www.linkedin.com/in/craigpollardfundraisingradicals

In March 2004, the unprovoked ambush killing and desecration of the bodies of American civilian security contractors in Fallujah, Iraq, caused the National Command Authorities in Washington, DC. to demand that the newly arrived Marine Expeditionary Force there take action against the perpetrators and other insurgent forces. Planned Stability and Support Operations were cast aside as insurgent fighters dared the Marines to enter Fallujah. Marine infantrymen, tankers, helicopter crews, and amphibious vehicle drivers all pitched into high-intensity battles and firefights during the first fights of Fallujah in April 2004. Across the board cooperation and innovation marked these fighting Marines in combined arms fights that no one expected. Marines fought in the streets, conducted house-to-house searches, cleared buildings of enemy, and used tank main guns in direct support of urban environment operations. Helicopter crews supported operations on the ground with rockets and machine-gun fire, and Amtrac Marines transported forces to face enemy RPG and machine-gun fire. Marines from infantry squad members to a battalion commander were interviewed by Marine Corps field historians within days or weeks of the events at nearby combat outposts and camps.  David E Kelly's book First Fights in Fallujah: Marines During Operation Vigilant Resolve, in Iraq, April 2004 (Casemate, 2023) combines these interview notes and the words of the men themselves to create a unique narrative of Marines in this combat. Casualties only stiffened the will of the Marines to crush the enemy. A late April political plan called for the withdrawal of Marine forces from the city, and Marines at every level, though frustrated, understood the need to allow this attempted solution to play itself out. Learn more about your ad choices. Visit megaphone.fm/adchoices Support our show by becoming a premium member! https://newbooksnetwork.supportingcast.fm/new-books-network

In March 2004, the unprovoked ambush killing and desecration of the bodies of American civilian security contractors in Fallujah, Iraq, caused the National Command Authorities in Washington, DC. to demand that the newly arrived Marine Expeditionary Force there take action against the perpetrators and other insurgent forces. Planned Stability and Support Operations were cast aside as insurgent fighters dared the Marines to enter Fallujah. Marine infantrymen, tankers, helicopter crews, and amphibious vehicle drivers all pitched into high-intensity battles and firefights during the first fights of Fallujah in April 2004. Across the board cooperation and innovation marked these fighting Marines in combined arms fights that no one expected. Marines fought in the streets, conducted house-to-house searches, cleared buildings of enemy, and used tank main guns in direct support of urban environment operations. Helicopter crews supported operations on the ground with rockets and machine-gun fire, and Amtrac Marines transported forces to face enemy RPG and machine-gun fire. Marines from infantry squad members to a battalion commander were interviewed by Marine Corps field historians within days or weeks of the events at nearby combat outposts and camps.  David E Kelly's book First Fights in Fallujah: Marines During Operation Vigilant Resolve, in Iraq, April 2004 (Casemate, 2023) combines these interview notes and the words of the men themselves to create a unique narrative of Marines in this combat. Casualties only stiffened the will of the Marines to crush the enemy. A late April political plan called for the withdrawal of Marine forces from the city, and Marines at every level, though frustrated, understood the need to allow this attempted solution to play itself out. Learn more about your ad choices. Visit megaphone.fm/adchoices Support our show by becoming a premium member! https://newbooksnetwork.supportingcast.fm/history

In March 2004, the unprovoked ambush killing and desecration of the bodies of American civilian security contractors in Fallujah, Iraq, caused the National Command Authorities in Washington, DC. to demand that the newly arrived Marine Expeditionary Force there take action against the perpetrators and other insurgent forces. Planned Stability and Support Operations were cast aside as insurgent fighters dared the Marines to enter Fallujah. Marine infantrymen, tankers, helicopter crews, and amphibious vehicle drivers all pitched into high-intensity battles and firefights during the first fights of Fallujah in April 2004. Across the board cooperation and innovation marked these fighting Marines in combined arms fights that no one expected. Marines fought in the streets, conducted house-to-house searches, cleared buildings of enemy, and used tank main guns in direct support of urban environment operations. Helicopter crews supported operations on the ground with rockets and machine-gun fire, and Amtrac Marines transported forces to face enemy RPG and machine-gun fire. Marines from infantry squad members to a battalion commander were interviewed by Marine Corps field historians within days or weeks of the events at nearby combat outposts and camps.  David E Kelly's book First Fights in Fallujah: Marines During Operation Vigilant Resolve, in Iraq, April 2004 (Casemate, 2023) combines these interview notes and the words of the men themselves to create a unique narrative of Marines in this combat. Casualties only stiffened the will of the Marines to crush the enemy. A late April political plan called for the withdrawal of Marine forces from the city, and Marines at every level, though frustrated, understood the need to allow this attempted solution to play itself out. Learn more about your ad choices. Visit megaphone.fm/adchoices Support our show by becoming a premium member! https://newbooksnetwork.supportingcast.fm/military-history

In March 2004, the unprovoked ambush killing and desecration of the bodies of American civilian security contractors in Fallujah, Iraq, caused the National Command Authorities in Washington, DC. to demand that the newly arrived Marine Expeditionary Force there take action against the perpetrators and other insurgent forces. Planned Stability and Support Operations were cast aside as insurgent fighters dared the Marines to enter Fallujah. Marine infantrymen, tankers, helicopter crews, and amphibious vehicle drivers all pitched into high-intensity battles and firefights during the first fights of Fallujah in April 2004. Across the board cooperation and innovation marked these fighting Marines in combined arms fights that no one expected. Marines fought in the streets, conducted house-to-house searches, cleared buildings of enemy, and used tank main guns in direct support of urban environment operations. Helicopter crews supported operations on the ground with rockets and machine-gun fire, and Amtrac Marines transported forces to face enemy RPG and machine-gun fire. Marines from infantry squad members to a battalion commander were interviewed by Marine Corps field historians within days or weeks of the events at nearby combat outposts and camps.  David E Kelly's book First Fights in Fallujah: Marines During Operation Vigilant Resolve, in Iraq, April 2004 (Casemate, 2023) combines these interview notes and the words of the men themselves to create a unique narrative of Marines in this combat. Casualties only stiffened the will of the Marines to crush the enemy. A late April political plan called for the withdrawal of Marine forces from the city, and Marines at every level, though frustrated, understood the need to allow this attempted solution to play itself out. Learn more about your ad choices. Visit megaphone.fm/adchoices Support our show by becoming a premium member! https://newbooksnetwork.supportingcast.fm/middle-eastern-studies

In March 2004, the unprovoked ambush killing and desecration of the bodies of American civilian security contractors in Fallujah, Iraq, caused the National Command Authorities in Washington, DC. to demand that the newly arrived Marine Expeditionary Force there take action against the perpetrators and other insurgent forces. Planned Stability and Support Operations were cast aside as insurgent fighters dared the Marines to enter Fallujah. Marine infantrymen, tankers, helicopter crews, and amphibious vehicle drivers all pitched into high-intensity battles and firefights during the first fights of Fallujah in April 2004. Across the board cooperation and innovation marked these fighting Marines in combined arms fights that no one expected. Marines fought in the streets, conducted house-to-house searches, cleared buildings of enemy, and used tank main guns in direct support of urban environment operations. Helicopter crews supported operations on the ground with rockets and machine-gun fire, and Amtrac Marines transported forces to face enemy RPG and machine-gun fire. Marines from infantry squad members to a battalion commander were interviewed by Marine Corps field historians within days or weeks of the events at nearby combat outposts and camps.  David E Kelly's book First Fights in Fallujah: Marines During Operation Vigilant Resolve, in Iraq, April 2004 (Casemate, 2023) combines these interview notes and the words of the men themselves to create a unique narrative of Marines in this combat. Casualties only stiffened the will of the Marines to crush the enemy. A late April political plan called for the withdrawal of Marine forces from the city, and Marines at every level, though frustrated, understood the need to allow this attempted solution to play itself out. Learn more about your ad choices. Visit megaphone.fm/adchoices Support our show by becoming a premium member! https://newbooksnetwork.supportingcast.fm/american-studies

Join Gus Sorola, Armando Torres, Kerry Shawcross, and Chris Demarais as fixing climate change, TSA searches gone wrong, Racists in Boston, RWBY, and more!  This episode is sponsored by BetterHelp and Dave.com!  -This episode is sponsored by BetterHelp — go to http://betterhelp.com/rooster to get 10% off your first month. -Download the Dave app from the App store right now or go to dave.com. -Go to http://roosterteeth.com/signup to sign up for FIRST! RTX Early Bird Tickets are on sale NOW! RTX Austin July 7th-9th - https://www.rtxaustin.com/ Want to be a Guardian at RTX?  Guardians are paid, Convention Experience is not required, applications are open till March 31st! Sign-up here - https://bit.ly/RTXGuardians23.  Got Questions about being a Guardian?  Reach out to Chelsea Atkinson, Director of Community & Support Operations - chelsea@roosterteeth.com Already FIRST Member and need your Private RSS feed for this show? Go here: http://bit.ly/FIRSTRSS Learn more about your ad choices. Visit megaphone.fm/adchoices

Enterprise Knowledge CEO Zach Wahl speaks with Mirna Lessinger, Senior Program Manager in CSS Business Transformation at Atlassian, where she is currently focused on program delivery for the Talent Enablement team. Mirna has led Knowledge Management, Support Operations, and Customer Experience initiatives for over 10 years at tech companies like Okta and Innovative Interfaces. With a Master in Library and Information Science from University of Washington, her background is a blend of IT Management, Knowledge and Information Science, and Corporate Innovation.

Emirates to recruit 3,000 cabin crew and 500 airport services employees to join its Dubai hub over the next six months. #emirates #emiratesgroupcareers #cabincrew #airportservicesagent #recruitment #jobsinDubai #emiratesishiring #hozpitality https://www.hozpitality.com/emiratesairline/read-article/5695_emirates-seeks-3-000-cabin-crew-and-500-airport-services-employees-to-support-op.html

This podcast was a unique and different podcast compared to the normal Culture Crush Business Podcast. This was an opportunity for our host, Kindra Maples, to join another podcast in the Phoenix community. Kelly Lorenzen, the host of the Collaborative Connections Podcast and the owner of KLM Consulting, brings 3 individuals together from the community to connect and collaborate.  The best part of this podcast conversation was the topic that it quickly leaned toward- CULTURE! This is a conversation that people can always contribute to and as we saw in the discussion here, it was a topic that they wanted to bring up and be part of. This was a great opportunity for the Culture Crush Business Podcast and we hope to join forces with Kelly again in the future.     Alcyon Consulting can help you in two ways…Financial & Business Operations Management and Business Consulting & Advisory Services. With Alcyon's financial and business operations support, you can shift the burden of managing and overseeing those necessary, but non revenue generating activities, to a professional who has the passion, experience, and training to assess, manage and improve your company's business infrastructure thus freeing you to focus on generating revenue and building the business.  If you are looking for a fresh set of eyes to review and analyze any or all aspects of your business…from financial statements to fraud prevention, then Alcyon's Business Consulting & Advisory Services could be the answer. As an Accredited Small Business Consultant (ASBC), Bob and Alcyon utilize a proprietary approach to review and analyze your business, and along with its broad business partner network, Alcyon will not be able to not only make solid recommendations for improvements but will be able to identify, vet and implement the right solution. Bob Blum leverages over 35 years of extensive and varied experience, in both staff and leadership roles, helping companies build and maintain stable business operations by focusing on maximizing both financial and human assets. These roles include Principal and Chief Financial Officer for Peerless Candy & Tobacco Company, Senior Human Resource Consultant for Peoples Energy Corporation, Controller for Ben Brooks & Associates, Controller for Incentive Logic, and most recently CFO for MAC6. Bob is a Certified Public Accountant (CPA), an Accredited Small Business Consultant (ASBC), a Lean Six Sigma Green Belt, and has a Bachelor's in Business Administration from Ohio University. In addition, Bob earned a Master's in Human Resources, with a specialization in Organization Development, from Loyola University in Chicago. Connect with Bob on LinkedIn. Bell Insurance is one of the largest independently owned, full-service agencies. They've worked in insurance for more than 100 years, giving them unparalleled experience and expertise on policies designed to serve you, your family, and your business in the best way possible.  in 1911 as Warner and Company Insurance in Fargo, N.D., they became Bell Insurance in 2019 when they joined forces with Bell Bank, one of the largest independently owned banks in the nation. Bell is known for exceptional service and high integrity, where people matter, which shows in how their team members treat each other, their customers, and those around them. They understand one of your biggest challenges is managing around the things you can't control. They can help you by building an insurance plan based on what you need to address the unique risks your operation faces. By getting to know you and your business and working with you to figure out an insurance policy that gives you the right coverage at the best rate, they'll help you protect what you've worked so hard to build. Whether you need small business insurance or coverage for a large, niche operation, they'll help you protect what matters with commercial insurance coverage options in your best interest, competitive pricing, stress-free claims, and the high-quality service you can expect from Bell. Sara Kelley has over 20 years of experience serving clients in a risk management capacity. She started her insurance career in Chicago, IL with the world's largest insurance brokerage firm and moved with them to the Phoenix market. Since being in Arizona, Mrs. Kelley has developed her expertise to serve the businesses that thrive in the Valley of the Sun. Sara specializes in property and casualty insurance and risk management for a variety of industries including Healthcare, Social Services, and Non Profits, as well as Indian Nations, contractors, manufacturers, and many other businesses. Sara provides clients with insurance solutions for various insurable risks. For Insureds, Sara Kelley delivers risk and policy coverage reviews that focus on your firm's expense reduction, cash-flow improvement, balance sheet protection, and decision-making insight. Connect with Sara on LinkedIn. Conscious Capitalism Arizona  Free enterprise capitalism has served to lift more people out of poverty than any other socio-economic system ever conceived – empowering social cooperation, human progress, and elevating humanity.  Good business is the answer to many of the global issues that humankind is facing. For too long, capitalism in the media has been associated with lying, cheating, manipulating, gaming the system, and taking advantage of society. But for every horror story being told about the selfishness of corporate America and Wall Street, there are thousands of stories of businesses supporting their communities, investing in their employees, and making the world a better place. We are working to change the capitalism narrative by shining a bright light on good business – telling the stories of conscious Arizona companies (and encouraging others to follow in their footsteps). There is a lot in her background that has led Kindra Maples to where she is today. Her past experiences, interactions, careers, and partnerships have led her to grow the roles she holds in the community; the VP of Volunteers with Conscious Capitalism Arizona, Sales Development with YellowBird, and the host of the Culture Crush Business Podcast. She is a spartan racer, past animal trainer, previous magician's assistant, and has a weakness for Oreo cookie shakes. Her journey working with people actually started working with animals as a teenager (don't worry we won't go that far back for her bio). She worked for over 15 years in the zoo industry working with animals and the public. Her passion for working with animals shifted into working with people in education, operations, and leadership roles. From there her passion for leadership and helping people develop has continued to grow. Her experience in non-profit operations, communications, and program engagement have brought her to the place she is today. Her experiences have built her passion and her “why” in areas of culture building, engagement, and growing strong teams. Connect with Kindra on LinkedIn and follow Conscious Capitalism Arizona on Facebook, Twitter ,and Instagram.

Miro was growing 300% year-on-year already—and then the pandemic hit. The rise of asynchronous work saw an explosion in the need for their product (a virtual whiteboard and collaboration tool), even from personas they'd never seen before. In the CS team, that meant inbound tickets grew from 2,500 per month to 2,500 per week almost overnight. And they were seeing new questions they didn't expect, from customer segments they'd rarely come across. In this episode of the State of Customer Service podcast, we get a masterclass from Oleg Krasnov, Miro's Head of Customer Support during the pandemic hyper-growth period. We find out what it's like to be a leader under pressure; to have 10,000 things on your backlog; and how to get through it with clear prioritisation, processes, analytics and systems, Key points include: The benefits of investing in support operations employees early on Why you should map your customer journey, including your systems and processes. Why support insights and the product-feedback loop are so critical as a company scales.

Listen as Lance from Postmates outlines why companies need a support operations team that assists by focusing attention on the daily work while you remain strategic.

In this episode, Dorien de Vreede- Head of Customer Support at bloomon, outlines the playbook she developed scaling a support team from 0 to 70+ agents in just a year at Catawiki, which she now applies to great success at the blossoming florist scale-up: bloomon. Dorien offers actionable, thoughtful advice that's useful to support staff at all levels, tailor-made to allow support departments to scale with grace and speed. Happy listening!

Vice President of Security and Support Operations of Alert Logic Tom Gorup shares how his career path led him from tactics learned in Army infantry using machine guns and claymores to cybersecurity replacing the artillery with antivirus and firewalls. Tom built a security automation solution called the Grunt (in recollection of his role in the Army) that automated firewall blocks. He credits his experience in battle-planning for his expertise in applying strategic thinking to work in cybersecurity, noting that communication is key in both scenarios. Tom advises that those looking into a new career shouldn't shy away from failure as failure is just another opportunity to learn. We thank Tom for sharing his story with us.

Vice President of Security and Support Operations of Alert Logic Tom Gorup shares how his career path led him from tactics learned in Army infantry using machine guns and claymores to cybersecurity replacing the artillery with antivirus and firewalls. Tom built a security automation solution called the Grunt (in recollection of his role in the Army) that automated firewall blocks. He credits his experience in battle-planning for his expertise in applying strategic thinking to work in cybersecurity, noting that communication is key in both scenarios. Tom advises that those looking into a new career shouldn't shy away from failure as failure is just another opportunity to learn. We thank Tom for sharing his story with us.

Stephanie Wohl is Head of Support at Channable- an incredibly exciting and fast-growing startup out of the Netherlands. Channable has created an innovative solution providing automated feed management and PPC ads, which has been incredibly well-received in the market. During this conversation, Stephanie shares the unique challenges she and her team face supporting a deeply complex tool like Channable and doing so simultaneously for many industries, in multiple languages. Frank, funny and humble, Stephanie is a young role model for any aspiring support manager or team lead. From us to you, enjoy!

Sunny Sharma is back with his very informative elder cousin Abhishek Kasid better known as Vinni. We discuss the Public Safety Act (PSA) in Kashmir, AFSPA (Armed Forces Special Powers Act), and Muslim Citizenship Amendment Bill.Abhishek Kasid is currently the head of Global Support Operations of HERE. He has many years of experience in managerial positions in other technology companies such as Nokia.Sunny Sharma is a senior undergraduate majoring in history at Oglethorpe University in Atlanta, Ga. He is primarily interested in South Asian history and politics and is pursuing a thesis on the Implications of the Revocation of Article 370. Note/Recommendation: 1. Lower volume from 3:00 to 10:00 min, there are some spikes in volume. Please excuse other spikes still trying to figure out audio.

For the first episode, college student Sunny Sharma hosts Abhishek Kasid or Vinni to discuss and touch upon the history and politics of the Kashmir crises. We also mention corruption in India, fake news, and the potential for groundbreaking social media generating discourse known as ToadWays to solve local problems in community. Definition:1. Plebiscite- A joint decision by the Kashmiri people concerning the political destiny of Kashmir. The choice for the Kashmiri people was mandated by the United Nations in deciding whether they would become independent of India and Pakistan (autonomous) or side with either of the two countries.

Joelle Waksman of Samsara joins us in this episode of Support Ops Simplified to discuss their top three support metrics, what they are looking to focus on in 2020 and how they reduced first response time to just 15 minutes!

Jim Isreal of Otto Motors joins us to talk about how he leads his team with the "why", interactive reports and why customer experience is king.

Brian Martynowicz of Login VSI joins us to talk about his customer service metrics, what he does when customers are not happy and how he transitioned through from helpdesk all the way to managing support and service.

Eric Broulette of Flywheel joins us to talk about cutting chat response time by 97%, the two core metrics that Eric tracks for customer satisfaction and what is in store for Flywheel support in 2020.

Gary McGrath of Paddle joins us to talk about how to save support reps time, how he manages two different support teams with different volumes and knowing the context that the customer is coming from.

Vlad Danilov of ManyChat joins us to talk about how he manages support rep load, how they use Slack as a major part of their communication and why a Messenger SaaS business are not actually trying to concentrate support in Facebook Messenger :).

Stacy Justino of Wistia joins us to talk about the best way to find support tech, how Stacy (and Wistia!) aims to make business more human and how Wistia's support algorithm that auto searches for potential churn risk.

Eitan Pick of Lumen joins us to talk about what keeps Eitan up at night (HINT: it's everything!), why Eitan now thinks holistically, not individually about KPI's and B2B Vs B2C CSAT response rates.

Brittany Naylor of Evernote joins us to talk about the best way to find support tech, what Brittany learnt from technical support at Apple and Evernote's support algorithm that auto searches for potential churn risk.

Ryan Steinberg of Intercom joins us to talk about why people don't care about your gift cards, how support agents could game their CSAT scores and analysing negative CSAT scores by service or product issues.

Nicholas Martin of Harry's, Inc. joins us to talk about how Harry's came about, how they reach out to customers before they need support and solving issues three months in advance.

“When a customer files a ticket, there is a fault in your product or training” Netskope customers are across different verticals — government, financial services, healthcare, retail, tech All support is provided directly by the company; no channel support Global support with 3 centers - Bangalore, Santa Clara, London Support team has two main components — Support and Small tools/infrastructure ops team (roughly 60 people). Customer success is a different team. Case volume — 1500/1600 (includes support pre-sales as well). 90%+ is over email/web. Phone is very less. Cases are split following way — 55% How-tos, 45% Break-fix Tool stack - centered around Zendesk (customer portal, knowledge) Priority for 2020 — contact center (five9 etc.), messaging/chat, mobile app. Essentially any tech that elevates customer experience Focus on simplicity, usability and supportability What would you do differently if you were to rewind the clock — invest more in self-service and mobile experience Knowledge — Support team writes articles but goes for review through technical documents. Right now knowledge is text-based, some micro-videos Metrics — Northstar metrics are First Response Time, Resolution Time, Break-fix issue containment (vs going to Engg), agent productivity Agent Productivity — measure # of issues closed per week/month along with CSAT Netskope has Product Experience Engineering Team — very small team that focuses on this aspect Zendesk categories (products/class of issues) etc. are currently selected by a drop-down menu; would be good to have that automated Differentiating factor in SaaS is not the product but the kind of support you provide to your customers Resources — Radical Candor, Good to Great, Leadership Pipeline, Can't Hurt Me. Podcasts — a16z, masters of scale

Peter Muir of Dejero joins us to talk about his time in support at Blackberry, Dejero's support tech stack and the intersection between Dev Ops and Support.

Theo Panaritis of Workable joins us to talk about building internal relationships, why technology doesn't matter and how his marketing experience helps in support.

Rob Holcombe of Canopy Tax joins us to talk about empowering agents, their NPS survey completion rates and shortening time to resolution.

Sushila Sahay of Lightbend joins us to talk scaling customer experience, Lightbend's support tech stack and when to introduce a customer success manager into the sales process.

Chris Escobar of Planet Fitness joins us to talk about managing executive stakeholders, company culture and AI's role in support.

Craig Stoss of Artic Wolf Networks joins us to talk pro-active support, where support is heading in the next 10 years and how he measures NPS.

Rashmi (Summatti cofounder and COO) sits down with Sid (Summatti cofounder and CEO) to understand more about him, Summatti and this podcast.

Oliver Ginsburg is an award-winning customer service and operations expert and currently Head of Support at AND CO from Fiverr where Oliver drives Support Operations, Business Development and Culture. You could call Oliver a true "customer support" nerd. His work has been acknowledged by Forbes, Fortune and INC. In this episode, Oliver talks about: How finding small ways to stay efficient can help you earn more - Find more time to focus on your money-making activities. The tools you can use to run the backend of your business - Some of the big names and how they can help. Which tools to use for file sharing, invoicing, and client communications - Learn how some of these tools can make running your business a lot easier for you. How AND CO can help you as your business grows - What both the software and the customer support team have to offer. Learn how you can earn more as a freelancer in this episode of the Six Figure Freelancer Audio Course.

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our first series of episodes are focused on Women in CX Leadership, and Lisa Stoner is one of the top in the industry as the Global Head of Support Operations at Uber. She is currently responsible for Ubers’ solutions/contracts/workforce all over the world and she has had an amazing career over the last 20 years.   In this episode, Chad and Lisa discuss:  How her start in a call center led to a 20 year career with Convergys led to her setting up operations in India and having a hand in the launch of the initial iPhone.  Thought on leadership philosophies from a female perspective in CX Leader  What attributes and strength have led her to ascend through the ranks throughout her career  Expected shifts in technology trends in CX over the new few years  How her customer service acumen has translated into community service work with children  Advice on how to continue to grow and succeed in CX Leadership   Books discussed in today’s conversation End of your Life Book Club – Will Schwalbe Please be sure to rate and subscribe on Apple Podcasts, Spotify and Stitcher!

Aaren Dieffenbacher/Gwinnett County Police The Gwinnett County Police Department is a nationally accredited and rapidly growing police agency located in the Northeastern quadrant of the Atlanta metropolitan area. The Department currently has an authorized strength of 813 sworn officers supported by 280 civilian employees with the responsibility of providing law enforcement services to approximately 800,000 […] The post Aaren Dieffenbacher with the Gwinnett County Police Department appeared first on Business RadioX ®.

Brian has been with QuoteWerks (aka Aspire Technologies) since 2000 and is a VP of Bus.Dev, Marketing, Sales, Support & Operations. In this interview he talks about his Beer Brewing abilities, their focus on SMB, their integration capabilities, their history with Salesforce, their Partnerships, how many users use their solution and much more Contact Brian for questions @ BLaufer@quotewerks.com The QuoteWerks website is @ www.quotewerks.com Check their events @ www.events.quotewerks.com  

After serving the community for over four decades, Henry Mayo has seen the Santa Clarita Valley experience tremendous growth and an aging population. As a result, the need for expanded healthcare services has dramatically increased.To grow with the community, the hospital has embarked on a major long term planning project which includes the construction of a new inpatient Patient Tower that will add up to 142 new beds, new medical office buildings designed to support hospital programs and services, a new central plant, new parking structures and a life saving helipad with direct access to the Emergency/Trauma Departments.Joining the show to discuss the ongoing plans for the construction of the new tower, is Jonathan Miller, FACHE. He is the VP of Facility Planning and Support Operations, at Henry Mayo Newhall Hospital.

Anders Fogh Rasmussen, the Secretary-General of the North Atlantic Treaty Organisation (NATO), and former Prime Minister of Denmark, gave a public lecture at the University on Tuesday, 17 November 2009.