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Brought to you by Help Scout's Mat Patterson, The Supportive is a new monthly show for the customer-centric leaders of today and tomorrow. Tune in for tons of customer experience insights, practical tips, expert advice, and a bit of fun. (Also dad jokes).
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Add a strapline
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The goal of the Small Business Enterprises Supportive Services Podcast (SBE Podcast) to is to be a resource for business owners. Some SBE Podcast business podcasts will be weekly workshop topics regarding various business topics and others will be in-depth conversations with experts recorded and shared with the SBE community. The SBE was created to provide training and consulting services that will enable SBEs to acquire the proficiency, expertise and experience necessary to compete for fede ...
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Supportive Shorts - Change for Santa
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In the final Supportive Podcast of the year, Santa's dealing with change, just like the rest of us, and Mat has some thoughts and thanks as we consider 2025.
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Episode 6 — Support Teams of 2028
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A stranger delivers a USB-C stick from the future, and Mat discovers it contains a recording of a corporate onboarding for new support staff in November of 2028. What does it all mean?
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Patto Presents - Epochal Growth - Customer Centricity Through Journey Mapping
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Mat's away on sabbatical, so this month we're sharing an episode of Epochal Growth, hosted by Sarah Caminiti and featuring Ben McCormack. Huge thanks to Sarah for sharing her interview with us. To hear more from Sarah on Epochal Growth, visit https://www.epochaloperations.com/epochal-growth ___ In Episode 6 of Epochal Growth, host Sarah Caminiti si…
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Supportive Shorts — My First Customer Service Job
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Mat describes his first customer service experience working as a paper boy. What was yours? Email thesupportive@helpscout.com to let us know.
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Mat chats with Elyse Mankin, experienced support leader and former headband girl to talk about her experiences moving from frontline support into a leadership role. They discuss the challenges of making time to get out of the queue, Elyse's strategies for planning her time, delegation, and focus, her favourite leadership resources, and the power of…
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Episode 4 - Greatest Mistakes in Customer Service History
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In this episode, Mat shares stories and lessons from six examples of customer service fails throughout history — from poor quality trade goods in ancient Mesopotamia to spectacularly bad motel service in present-day Australia.
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The Biden/Harris White House recently announced their "Time is Money" governmentwide crackdown on customer unfriendly practices. What's it all about, and will it make any difference to real world customer experience for Americans...Mat Patterson takes a look. Here's the White House statement: https://www.whitehouse.gov/briefing-room/statements-rele…
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Episode 3 - Secrets of A Product Manager
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Ben Henderson — product manager, former DJ, and boot Tetris expert — chats with Mat about his role and how customer support leaders can most effectively make their case for product changes and fixes. Plus, an Aussie slang challenge! For show notes, relevant links, further reading, and a full transcript visit: https://helpscout.com/resources/support…
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Supportive Shorts - We (May) Need Another Hero
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Evidence that Australia loves Tina Turner, and how new technology may prove Tina wrong - in that support teams may actually need another hero.
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Episode 2: Self-Service is the Future of Online Support
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Self-service technology ancient and modern, a German monk, and Shawna explains Gross Margin in this episode of The Supportive Podcast. For show notes, transcript and further reading: https://www.helpscout.com/resources/supportive-podcast/S1E2/ Mat makes the claim that the future of online support is self-service. More specifically: elf-service driv…
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Supportive Shorts - The AI-First Bandwagon
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In this in-between non-episode, Mat talks about why Help Scout is not an AI-first company.
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Episode 1: AI and the Future of Support Teams
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AI and the future of support teams, 3 truly terrible predictions, several action items for support leaders, and Shawna explains the Rule of 40. https://www.helpscout.com/resources/supportive-podcast/S1E1/ 3 terrible predictions from history: Mail delivery by rocket Automation will make a second job as socially unacceptable as bigamy Steve Ballmer: …
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Check out the trailer for the upcoming Supportive Podcast from Help Scout.
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Part2: A 10 Step Action Plan for 2019 Success
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Small Business Success in 10 Steps
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A 10 Step 2019 Action Plan for Small Business Success
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10 Action Steps Business Owners can employ to have success in 2019.
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Episode 242 – Convenience is King of Social Customer Care
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A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service b…
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Episode 240 – 2018 Predictions for Digital Customer Care
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A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 …
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Episode 239 -Digital Technology Review
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A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org…
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Episode 237 – 9 Great Social Media Responses
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A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service b…
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Episode 236 – Reducing Customer Effort
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A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 r…
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Episode 235 – Hiring the Right Type of Agent
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A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 …
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Episode 234 – Rewind – Use Automation to Reduce Handle Time
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A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org…
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Episode 233 – Measuring Customer Satisfaction on Social Channels
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A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by Wo…
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Episode 230 – Social Care Stats and Trends by Provide Support
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Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 re…
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Episode 228 – Reporting on Special Ops
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A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by Wo…
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Episode 226 – Providing Consistent Support on Digital Channels
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A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 r…
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Episode 225 – Hiring the Right Type of Agent
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Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 re…
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Episode 224 – Features to Look For in a Social Customer Service Engagement Platform
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A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org…
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Episode 223 – Frankie’s Top 9 KPIs
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A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by Wo…
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Episode 222 – Respond to Everything
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A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting……
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Episode 221 – Respond to Everything
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A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 r…
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Episode 220 – Frankie’s 5 Tips for Responding During Severe Weather
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16:43
Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 re…
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Episode 219 – Prioritizing Digital Care Volume
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A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org…
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Episode 218 – Calculating Holiday Season Staffing Needs
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A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by Wo…
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Episode 215 – Comparing Chatbot and Human Engagements
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Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 re…
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Episode 214 – How to Create Effective Bots
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16:50
A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org…
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Episode 210 – Socially Supportive and 4DX
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17:44
Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 re…
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Episode 207 – Attracting and Keeping Millennial Employees
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18:11
A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting……
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Episode 206 – Journey Mapping with AI
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A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 r…
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Episode 205 – Effortless CX is Everything
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21:23
Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 re…
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Episode 204 – Interesting Tech from Incite Group’s CSS West
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17:28
A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org…
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Episode 203 – Top 3 KPIs from Incite’s CSS West
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24:38
A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by Wo…
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Episode 202 – Top 10 Contact Center Goals for 2018
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22:27
A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting……
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Episode 201 – Go Proactive with your Social Customer Care
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23:00
A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 r…
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Episode 200 – Message Me with Joshua March
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21:37
Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 re…
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Episode 199 – Conversocial’s Case Management for Social Media with Jason Valdina
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34:31
A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org…
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Episode 198 – Initial Response Time is Critical in Social Customer Care
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23:24
A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by Wo…
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Episode 197 – Incite Group Customer Service Summit West Pre-Game
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17:12
A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting……
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Episode 196 – The Future of Digital Interactions
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21:48
A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 r…
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Episode 195 – Clarabridge C3 Washington DC Post Game
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19:17
Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 re…
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