The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
…
continue reading
Content provided by TruStory FM and Upland Software. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by TruStory FM and Upland Software or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Similar to Connected Knowledge from Upland Software
The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
…
continue reading
Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
…
continue reading
Africa-focused technology, digital and innovation ecosystem insight and commentary.
…
continue reading
Show notes are at https://stevelitchfield.com/sshow/chat.html
…
continue reading
Android Backstage, a podcast by and for Android developers. Hosted by developers from the Android engineering team, this show covers topics of interest to Android programmers, with in-depth discussions and interviews with engineers on the Android team at Google. Subscribe to Android Developers YouTube → https://goo.gle/AndroidDevs
…
continue reading
Download This Show is your weekly guide to the world of media, culture, and technology. From social media to gadgets, streaming services to privacy issues. Each week Rae Johnston and guests take a fun, deep dive into how technology is reshaping our lives.
…
continue reading
We help founders make something people want.
…
continue reading
The director’s commentary track for Daring Fireball. Long digressions on Apple, technology, design, movies, and more.
…
continue reading
On The Bike Shed, hosts Joël Quenneville and Stephanie Minn discuss development experiences and challenges at thoughtbot with Ruby, Rails, JavaScript, and whatever else is drawing their attention, admiration, or ire this week.
…
continue reading
Player FM - Podcast App
Go offline with the Player FM app!
Go offline with the Player FM app!
))
Business Process Outsourcers and the True Value of Employee Engagement with Luke Jamieson
Manage episode 368148217 series 3449109
Content provided by TruStory FM and Upland Software. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by TruStory FM and Upland Software or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
This week on the show, we’re talking about BPOs, Business Process Outsourcers, and the role they serve in customer support organizations. Now, once you pull back the curtain on using BPOs for customer support, you wouldn’t be blamed for conjuring stories of customer service frustration, long wait times, mysterious call routing, the works. This week’s guest has a different perspective and the call center leadership CV to back it up.
At the top of the list of Luke Jamieson’s many credentials, he’s a customer experience maven and has much to teach about how the BPO relationship can enhance relationships up and down the customer experience chain. He’s also a podcaster, blogger, and author of the soon-to-be-released book More Sense, Less Incentive, and he’s a solutions architect right here at Upland.
Luke joins Pete Wright to discuss the trends in BPO utility for customer service and the best-in-class dedication many BPOs are providing their teams to reaffirm their commitment to client brand frontline representatives, building development paths for positions often considered fungible, and giving frontline staff the right knowledge management tools can bring renewed agency and empowerment to the individual representatives using them.
Links & Notes
- More Upland Software’s BPO Offering: Panviva
- Download the Ebook: “Empowering Knowledge Management Excellence
- Upland Software BPO Datasheet
- Connect with Luke on LinkedIn
- Follow Luke on Twitter
- Submit your Questions to Connected Knowledge
- (00:00) - Welcome to Connected Knowledge
- (01:06) - A framework for BPOs in Employee Engagement
- (01:42) - Exercise in Contrasts
- (06:55) - A Best-in-Class Organization
- (10:49) - Fungible v. Agency
- (14:45) - Evolution of the Call Center Experience
- (18:23) - Improving the Experience of the Call Center Team
- (22:36) - Business Unit Adoption
- (26:54) - The Upland Tools: Panviva & RightAnswers
- (30:39) - First Steps
27 episodes
Share
Manage episode 368148217 series 3449109
Content provided by TruStory FM and Upland Software. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by TruStory FM and Upland Software or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
This week on the show, we’re talking about BPOs, Business Process Outsourcers, and the role they serve in customer support organizations. Now, once you pull back the curtain on using BPOs for customer support, you wouldn’t be blamed for conjuring stories of customer service frustration, long wait times, mysterious call routing, the works. This week’s guest has a different perspective and the call center leadership CV to back it up.
At the top of the list of Luke Jamieson’s many credentials, he’s a customer experience maven and has much to teach about how the BPO relationship can enhance relationships up and down the customer experience chain. He’s also a podcaster, blogger, and author of the soon-to-be-released book More Sense, Less Incentive, and he’s a solutions architect right here at Upland.
Luke joins Pete Wright to discuss the trends in BPO utility for customer service and the best-in-class dedication many BPOs are providing their teams to reaffirm their commitment to client brand frontline representatives, building development paths for positions often considered fungible, and giving frontline staff the right knowledge management tools can bring renewed agency and empowerment to the individual representatives using them.
Links & Notes
- More Upland Software’s BPO Offering: Panviva
- Download the Ebook: “Empowering Knowledge Management Excellence
- Upland Software BPO Datasheet
- Connect with Luke on LinkedIn
- Follow Luke on Twitter
- Submit your Questions to Connected Knowledge
- (00:00) - Welcome to Connected Knowledge
- (01:06) - A framework for BPOs in Employee Engagement
- (01:42) - Exercise in Contrasts
- (06:55) - A Best-in-Class Organization
- (10:49) - Fungible v. Agency
- (14:45) - Evolution of the Call Center Experience
- (18:23) - Improving the Experience of the Call Center Team
- (22:36) - Business Unit Adoption
- (26:54) - The Upland Tools: Panviva & RightAnswers
- (30:39) - First Steps
27 episodes
All episodes
×
Welcome to Player FM!
Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.
Similar to Connected Knowledge from Upland Software
The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
…
continue reading
The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
…
continue reading
Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
…
continue reading
Africa-focused technology, digital and innovation ecosystem insight and commentary.
…
continue reading
Show notes are at https://stevelitchfield.com/sshow/chat.html
…
continue reading
Android Backstage, a podcast by and for Android developers. Hosted by developers from the Android engineering team, this show covers topics of interest to Android programmers, with in-depth discussions and interviews with engineers on the Android team at Google. Subscribe to Android Developers YouTube → https://goo.gle/AndroidDevs
…
continue reading
Download This Show is your weekly guide to the world of media, culture, and technology. From social media to gadgets, streaming services to privacy issues. Each week Rae Johnston and guests take a fun, deep dive into how technology is reshaping our lives.
…
continue reading
We help founders make something people want.
…
continue reading
The director’s commentary track for Daring Fireball. Long digressions on Apple, technology, design, movies, and more.
…
continue reading
On The Bike Shed, hosts Joël Quenneville and Stephanie Minn discuss development experiences and challenges at thoughtbot with Ruby, Rails, JavaScript, and whatever else is drawing their attention, admiration, or ire this week.
…
continue reading
Player FM - Podcast App
Go offline with the Player FM app!
Go offline with the Player FM app!
