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 what frustrates them. But without a strong partnership with Product, those insights get lost in translation.Ana-Alicia shares real-world strategies on how Support teams can go from being reactive problem-solvers to proactive product influencers. From building trust with Product teams to making feedback actually matter, this conversation is packed with insights that can reshape how your company approaches collaboration.Key Takeaways:✅ Support teams hold a goldmine of customer insights—Product needs to tap into them.✅ Effective communication means translating customer feedback into Product’s language.✅ Internal SLAs between Support and Product can streamline issue resolution.✅ Proactive collaboration during product development prevents avoidable customer pain points.✅ Transparency in knowledge-sharing benefits both teams and improves the customer experience.Tune in to hear how your support team can stop being 'the forgotten department' and start driving meaningful change!Check out Peek here: https://www.peek.com/Discover how Telework PH can help you build a highly skilled and adaptable remote support team.Visit www.teleworkph.com to learn more about our outsourcing solutions. Want to discuss how we can help your business? Connect with Jeff Thompson on LinkedIn to explore tailored solutions for your support team needs. 👉🏼 https://www.linkedin.com/in/jeffthompsontwph/ Connect with Ana-Alicia Siquerios on LinkedIn. 👉🏼 https://www.linkedin.com/in/anaaliciasiqueiros/ #businessowners #customersupport #podcasts #podcast #scaling #remoteteams

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 to ensure effective training and communication.-Implementing asynchronous learning tools to maintain training consistency across time zones.-Strategies for engaging and motivating remote teams through gamification, peer mentorship, and knowledge-sharing exercises.The importance of leadership visibility, empathy, and building a culture of inclusivity and continuous learning.John also shares practical advice on fostering autonomy and trust within teams while emphasizing the role of leadership in guiding rather than micromanaging. From onboarding large groups to encouraging personalized growth plans, this episode offers actionable strategies for anyone seeking to scale and optimize their remote tech teams.Don’t miss this engaging discussion that will leave you with actionable insights to elevate your remote team leadershipDiscover how Telework PH can help you build a highly skilled and adaptable remote support team that enhances efficiency and customer satisfaction.Visit www.teleworkph.com to learn more about our outsourcing solutions. Want to discuss how we can help your business? Connect with Jeff Thompson on LinkedIn to explore tailored solutions for your support team needs. 👉🏼 https://www.linkedin.com/in/jeffthompsontwph/ Connect with John Gombocs on LinkedIn. 👉🏼 https://www.linkedin.com/in/john-gombocs/#businessowners #customersupport #podcasts #podcast #scaling #remoteteams

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