Shows
CX FilesTed Nardin - Teleperformance - How CX Can Add Value And Create SuccessTed Nardin is the VP of Customer Success & Value Add at Teleperformance Jamaica. Ted has spent years researching CX. He recently joined Teleperformance and Mark saw a LinkedIn update with this new job title focusing on customer success and value add. Mark called Ted to discuss this idea. How can BPOs put business success on the table and talk to clients about how to add value in the customer relationship - rather than the usual focus on the cost to serve customers? What more can companies get from all those customer interactions?
2024-11-2122 min
Good Morning BSS World#70 Meaning from Work vs. Meaningful WorkDid you ever think what is the meaning of work? Well, so far I thought I do have a full understanding of what the work mean to me, but when I talked to Ted and Brian from 5th Talent my approach to meaning from work, meaning at work and finally meaningful work has changed. I met both gentlemen during CX Outsourcers event in Las Vegas in the mod of September 2022. Both had a great presentation over there, where they focused on the latest Contact Center Agent insights, based on 5th Talent’s deep surveys. I must say I did en...
2022-11-0441 min
Travel & Hospitality IntelligenceWinning the Battle for Talent Podcast -- EP 10 -- GhostingOn the latest episode of “Winning the Battle for Talent,” our team of J.D. Power Customer Service Advisory experts discuss “ghosting” when it comes to employment: What is it, who is doing it, why is it happening, and what can organizations do to address it?
Episode 10 features a discussion with:
-- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power
-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power
-- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International
-- Jonathan Sutter, Senior Director, Travel & Hospitality, J.D. Power
2022-05-1811 min
Travel & Hospitality IntelligenceWinning the Battle for Talent Podcast -- EP 8 -- 4 Imperatives for the Frontline Supervisor: Pt. 4On the latest episode of “Winning the Battle for Talent,” our experts wrap up their four-part discussion around the four imperatives of the frontline supervisor during the "Great Resignation"(and beyond). Listen in as they discuss the final imperative. (And if you’ve missed the other three, don’t forget to catch up on those episodes.)
E8 features a discussion with:
-- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power
-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power
-- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power
-- Ted Nardin, Sr. Consultant, Customer Service Ad...
2022-03-2212 min
Travel & Hospitality IntelligenceWinning the Battle for Talent Podcast -- EP 7 -- 4 Imperatives for the Frontline Supervisor: Pt. 3On the latest episode of “Winning the Battle for Talent,” our experts continue our four-part discussion around the four imperatives of the frontline supervisor during the "Great Resignation"(and beyond). Listen in as they discuss the third imperative.
And if you’ve missed imperatives one and two, don’t forget to catch up on those episodes.
E7 features a discussion with:
-- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power
-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power
-- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power
-- Ted Nardin, Sr. Consultant, Customer Service Ad...
2022-03-1512 min
Travel & Hospitality IntelligenceWinning the Battle for Talent Podcast -- EP 6 -- 4 Imperatives for the Frontline Supervisor: Pt. 2On the latest episode of “Winning the Battle for Talent,” our experts continue our four-part discussion around the four imperatives of the frontline supervisor during the "Great Resignation"(and beyond). Listen in as they discuss the second imperative.
E6 features a discussion with:
-- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power
-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power
-- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power
-- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International
2022-03-0711 min
Travel & Hospitality IntelligenceWinning the Battle for Talent Podcast -- EP 5 -- 4 Imperatives for the Frontline Supervisor: Pt. 1On the latest episode of “Winning the Battle for Talent,” our experts begin a 4 part discussion around the 4 Imperatives of the Frontline Supervisor During the Great Resignation (and Beyond). We start by digging into the first imperative: changing your mindset.
EP5 features a discussion with:
-- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power
-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power
-- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power
-- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International
2022-03-0211 min
Travel & Hospitality IntelligenceWinning the Battle for Talent Podcast -- EP 4 -- The Supervisor: Part 2On the latest episode of “Winning the Battle for Talent,” our experts discuss:
— What goes on in a person’s mind when they’re beginning to think about leaving an organization
— The role of the supervisor when it comes to retention and ensuring employees aren’t burned out
EP4 features a discussion with:
-- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence.
-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power
-- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power
-- Brian Kearney, Sr. Consultant, Customer Service Advisory, J.D. Power and Co-Founder, 5th...
2022-02-1014 min
Travel & Hospitality IntelligenceWinning the Battle for Talent Podcast -- EP 3 -- The Supervisor: Part 1During the latest episode of the “Winning the Battle for Talent Podcast,” our experts discuss:
— The evolution of the supervisor
— How their role evolved with the work-at-home shift
— How to support them so that they can support their agents
EP3 features a discussion with:
-- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence.
-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power
-- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power
-- Brian Kearney, Sr. Consultant, Customer Service Advisory, J.D. Power and Co-Founder, 5th Talent International
-- Ted Nardin, Sr. Consultant, Cust...
2022-02-0110 min
CX FilesTed Nardin & Brian Kearney : 5th Talent : What CX Leaders Need To Understand About WFHTed Nardin and Brian Kearney founded research and advisory firm 5th Talent and are based in the US. During the Covid-19 pandemic they asked 4,000 contact center agents about their WFH experience. Now they are back with new research focused on what CX leaders have learned and need to know about WFH. https://www.5thtalent.com/work-at-home-study-november-2020 https://www.5thtalent.com/post/what-leaders-should-know-about-work-at-home-fatigue https://www.linkedin.com/in/briankearney-meaningfulwork/ https://www.linkedin.com/in/tnardin/ https://www.5thtalent.com
2021-01-2932 min
Travel & Hospitality IntelligenceJ.D. Power Work-At-Home Podcast - Episode 6Ted Nardin and Brian Kearney from 5th Talent join J.D. Power’s Michael Vermillion and Mark Miller to discuss issues and trends related to the shift to Work-at-Home for customer service operations.
Topics discussed during this podcast include:
-- Meaningful Work: the “magic metric”
-- Key findings from Work-At-Home study
-- Work-At-Home fatigue
-- Recommendations for isolating and addressing frustrations
2020-11-1622 min
Travel & Hospitality IntelligenceJ.D. Power Work-At-Home Podcast - Episode 6Ted Nardin and Brian Kearney from 5th Talent join J.D. Power’s Michael Vermillion and Mark Miller to discuss issues and trends related to the shift to Work-at-Home for customer service operations.
Topics discussed during this podcast include:
-- Meaningful Work: the “magic metric”
-- Key findings from Work-At-Home study
-- Work-At-Home fatigue
-- Recommendations for isolating and addressing frustrations
2020-11-0322 min
The Tonya Hall Innovation ShowThe challenges of working from homeTonya Hall sits down and talks with Ted Nardin, co-founder and principal consultant at 5th Talent International, about the company's survey findings regarding the challenges of working remotely.FOLLOW US - Subscribe to ZDNet on YouTube: http://bit.ly/2HzQmyf- Watch more ZDNet videos: http://zd.net/2Hzw9Zy- Follow ZDNet on Twitter: https://twitter.com/ZDNet- Follow ZDNet on Facebook: https://www.facebook.com/ZDNet- Follow ZDNet on Instagram: https://www.instagram.com/ZDNet_CBSi- Follow Z...
2020-09-0314 min
CX FilesBrian Kearney & Ted Nardin - 5th Talent - We Asked 4000+ Agents What They Think Of WFH4,133 Participants 25 locations 7 countries What do they really think about working from home? Brian Kearney and Ted Nardin are the co-founders of 5th Talent. Their mission is to make work more meaningful, so they asked thousands of contact center workers what they really think about working from home. REPORT: https://bit.ly/wfh5thtalent www.5thtalent.com www.linkedin.com/in/briankearney-meaningfulwork www.linkedin.com/in/tnardin
2020-06-2623 min
Marketing Mavericks (Video)The Science of Customer Service - Does Comcast care?
Today we talk with Ted Nardin, Founder and CEO of Ideal Dialogue, about the science of customer service - is there a prime directive? We also talk about Comcast's infamous 'phone call from hell' and how to avoid making the same mistakes.
Host: Tonya Hall
Guests: Frank Eliason, Ted Nardin, and Augie Ray
Download or subscribe to this show at https://twit.tv/shows/marketing-mavericks.
Thanks to CacheFly for the bandwidth for this show.
Sponsors:
lynda.com/mm
ziprecruiter.com/mm
2014-08-051h 10Marketing Mavericks (Audio)The Science of Customer Service - Does Comcast care?
Today we talk with Ted Nardin, Founder and CEO of Ideal Dialogue, about the science of customer service - is there a prime directive? We also talk about Comcast's infamous 'phone call from hell' and how to avoid making the same mistakes.
Host: Tonya Hall
Guests: Frank Eliason, Ted Nardin, and Augie Ray
Download or subscribe to this show at https://twit.tv/shows/marketing-mavericks.
Thanks to CacheFly for the bandwidth for this show.
Sponsors:
lynda.com/mm
ziprecruiter.com/mm
2014-08-051h 10