Parhaat Call Center Operations Podcastit (2024)

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076 S02 Ep 16 – Red Arrow Resilience and Lessons from the Les Terribles in Action at the JRTC w/MSG William Kocken 38:42

24h ago38:42

38:42

The Joint Readiness Training Center is pleased to present the seventy-sixth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Command Sergeant Major of Ops Group (CMOG), CSM Michael Hall. Today’s guest is MSG William Kocken, which is the Operations Sergeant Major for 2nd Battalion, 127th Infantry Regiment. The 2nd Battalion, 127…

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Episode 144: Uniting the Frontline Operations Community at Operations Calling 21:11

2d ago21:11

21:11

This week, Natan Linder, Co-Founder and CEO of Tulip sits down with Tulip CMO Madilynn Castillo to reflect on the second annual Operations Calling conference and what it means for the future of frontline operations. Natan and Madi discuss what makes Operations Calling more than just another user conference, the importance of authenticity, and build…

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#148 - Using Global Talent to Outpace Competition with Sagan's Jon Matzner 35:15

3d ago35:15

35:15

In this episode of Owned and Operated, John and Jack are joined by Sagan’s Jon Matzner ato talk about the use of global talent and hiring overseas to enhance business operations, beyond just saving costs. What is the importance of systemization and automation in building a high-leverage business model? Jon also goes through the evolution of the Sag…

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075 S02 Ep 15 - Preparing for the Next Fight & the Army's Modernization Effort of Transformation in Contact w/COL Stultz of 2MBCT/101 ABN 49:16

8d ago49:16

49:16

The Joint Readiness Training Center is pleased to present the seventy-fifth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Task Force Senior for the BDE Command & Control (BCT HQ), LTC Timothy Price on behalf of the Commander of Ops Group (COG). Today’s guest is the Brigade Commander for 2nd Mobile Brigade Combat Team, 101st …

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#147 - From Customer to Owner: The Journey into Business Acquisition and Ownership 36:30

10d ago36:30

36:30

In this episode, Jack is flying solo and speaks with Rory Tyer, a new owner of an independent garden center in South Carolina, about his journey in entrepreneurship through acquisition. Rory shares his experiences and challenges in acquiring and operating a local nursery, discussing factors such as location, customer demographics, and the dynamics …

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074 S01 Ep 27 - Be Brilliant at the Basics: Advice for Army National Guard Units w/BG Riley & CSM Carver of the Oregon ARNG 32:19

15d ago32:19

32:19

The Joint Readiness Training Center is pleased to present the seventy-fourth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Task Force Senior for the Leader Training Program, LTC Drew Zabriskie on behalf of the Commander of Ops Group (COG). Today’s guests are BG Eric Riley & CSM Jeremy Carver of the Oregon Army National Guard…

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Episode 143: A New Approach to Pharma Manufacturing with Roche’s Daniele Iacovelli 34:18

16d ago34:18

34:18

This week’s guest is Daniele Iacovelli, VP, Global Head of Digital, Analytics (AI) & Operational Excellence at Roche. Although regulated industries like pharmaceutical manufacturing can be slow to digitally transform their manufacturing operations, Daniele lays out how changing trends in the industry have led Roche to architect a new digital produc…

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#146 -Peter Lohmann and Home Service Branding as Lead Generation 59:54

17d ago59:54

59:54

In this episode of Owned and Operated, John explains the world of home service business growth with CEO Peter Lohmann, focusing on how branding can serve as a powerful lead-generation tool. John and Peter explore the journey of scaling a home service company, including the challenges, insights, and opportunities that come with driving marketing eff…

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073 S01 Ep 26 - Long Range Airborne Envelopment During Large Scale Combat Operations w/MG Work, CDR of the 82nd ABN 57:46

22d ago57:46

57:46

The Joint Readiness Training Center is pleased to present the seventy-third episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Commander of Ops Group (COG), COL Ricky Taylor. Today’s guest is the Commanding General for the 82nd Airborne Division, MG James “Pat” Work. MG Pat Work has served for 29 years in the U.S. Army, beginning…

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𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿𝘀 27:53

23d ago27:53

27:53

Send us a text In this episode of ACG, we explore how small and medium-sized businesses can harness authentic artificial intelligence to transform their contact centers without overspending. With a flood of so-called "AI" products in the market, we help you distinguish genuine solutions from the fakes to ensure you're investing wisely. Learn how fo…

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#145 - LEGENDS: Chris Hoffman and Home Service Financial Discipline at $100M and Up 59:02

24d ago59:02

59:02

This episode of Owned and Operated features Chris Hoffman, CEO of the $130M Hoffman Brothers, continuing the "Legends Series," where industry leaders are highlighted for their massive influence and expertise in the home services space. Chris shares his journey with John and Jack, scaling Hoffman Brothers from a modest family business to a multi-mil…

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072 S09 Ep 01 – Establishing & Maintaining Command & Control on the Battlefields of Tomorrow w/MG Ellis, the Director of Network Cross-Functional Team 43:45

29d ago43:45

43:45

The Joint Readiness Training Center is pleased to present the seventy-second episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Task Force Senior for the BDE Command & Control (BCT HQ), LTC Timothy Price on behalf of the Commander of Ops Group (COG). Today’s guests are MG Patrick Ellis and Mr. Mark Kitz. MG Ellis is the Director …

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Episode 142: The Past, Present, and Future of Industrial Software with Rick Bullotta 36:18

30d ago36:18

36:18

This week’s guest is Rick Bullotta, longtime veteran of the industrial software space and co-founder of Lighthammer and Thingworx. Rick and Natan explore the history of MES solutions, how Frontline Operations Platforms are democratizing the development of industrial software, and what this means for the future architecture of the manufacturing tech…

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#144 - Call Center Commission and Navigating HVAC Equipment Pricing 48:17

1M ago48:17

48:17

It’s Breaking $5M Workshop week, and Jack and John are together in the studio for the first time! What happens when you get these two together? They talk about call centers, that’s what. They break down organizational changes driven by AI, adjustments to call center compensation and the broader implications for business efficiency. They’ll also str…

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071 S02 Ep 14 – Realities of Large Scale Combat Operations at the Battalion Echelon w/MAJ Edward Worman & SGT Stephanie Smith of the 2-130 IN “Blackhawks” 43:05

1M ago43:05

43:05

The Joint Readiness Training Center is pleased to present the seventy-first episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the former Commander of Ops Group (COG), COL Matthew Hardman. This will be his last episode to host, but we may seem him as a guest in the future. Today’s guests are two key members from 2nd Battalion, 130 In…

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070 S02 Ep 13 – Now and Then: Experiences and Lessons Learned Over Time at the JRTC as an Observer-Coach-Trainer w/CPT Whitney Strong & CPT Joshua Kent 1:12:50

1M ago1:12:50

1:12:50

The Joint Readiness Training Center is pleased to present the seventieth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the former Commander of Ops Group (COG), COL Matthew Hardman. Today’s guests are two seasoned Observer-Coach-Trainers, CPT Whitney Strong and CPT Joshua Kent. This episode is special because it is a compilation …

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#143 - Call-by-Call HVAC Growth Management with Service MVP Joe Crisara 56:14

1M ago56:14

56:14

John and Jack welcome Joe Crisara from Service MVP, a mainstay in the home services business. Joe shares his extensive experience spanning 47 years in the trades industry, detailing his journey from a service technician to a successful entrepreneur. He discusses how implementing call by call management and personalized customer service can drastica…

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069 S01 Ep 25 – Professional Reading for the Military Practitioner w/COL(R) Mike Kershaw of JRTC’s Leader Training Program 1:26:31

1M ago1:26:31

1:26:31

The Joint Readiness Training Center is pleased to present the sixty-ninth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the former Commander of Ops Group (COG), COL Matthew Hardman. Today’s guest is the deputy senior mentor at the Leader Training Program at the JRTC, COL(R) Mike Kershaw. He spent 34 years on active duty as an in…

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#142 - TR Miller's Brian Sloan and Scaling a Multi-Generational Business 49:05

1M ago49:05

49:05

In this episode of 'Owned and Operated,' John Wilson talks with owner Brian Sloan from TR Miller to discuss the nuances of business management and growth in HVAC and plumbing. What was the process for Brian of transitioning from a hands-on operator to a business owner mindset, learning the intricacies of multi-location management, and finding the i…

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Unmasking False Hustle: Revolutionizing Customer Experience 30:10

2M ago30:10

30:10

Send us a text Join me for an exciting episode where I take a deep dive into the heart of my latest book, False Hustle. Many contact centers and CX leaders are unknowingly sabotaging their own success by focusing on misguided efforts to appear productive. In this episode, I’ll be sharing insights on how to break the cycle of false hustle and transf…

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068 S01 Ep 24 – Training for Victory: How Combat Training Centers Build Combat Readiness of the Force & Shape the Future of Warfare w/BG Jason Curl 1:00:39

2M ago1:00:39

1:00:39

The Joint Readiness Training Center is pleased to present the sixty-eighth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the former Commander of Ops Group (COG), COL Matthew Hardman. Today’s guest is the Commanding General of the Joint Readiness Training Center and former COG, BG Jason Curl. BG Curl commissioned as an infantry o…

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#141 - Wyatt Smith and Gamifying Employee Retention with UpSmith 23:41

2M ago23:41

23:41

In this episode of 'Owned and Operated,' host Jack Carr interviews Wyatt Smith from Upsmith to discuss employee retention and the psychology of incentives for skilled workforces. Wyatt shares a look into UpSmith’s mission to gamify the skilled trades industry using software that provides immediate feedback and recognition to technicians while bolst…

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067 S07 Ep 04 – Brigade Targeting Process During Large-Scale Combat Operations w/CW3 James Crain of 10th Mountain Division 57:54

2M ago57:54

57:54

The Joint Readiness Training Center is pleased to present the sixty-seventh episode to air on ‘The Crucible - The JRTC Experience’ and the third annual Large Scale Combat Operations Symposium. Hosted by CW2 Jerrad Rader, the Brigade Targeting Officer OCT for BDE Command & Control (BCT HQ) on behalf of the Commander of Operations Group. Today’s gues…

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#140 - Navigating the ServiceTitan KPI Minefield with Danny Peavey 28:59

2M ago28:59

28:59

In this episode of Owned and Operated, hosts John Wilson and Jack welcome back Home Service Engine Founder Danny Peevey to discuss the complexities and challenges of making KPI, data-driven decisions in the home services industry. What starts with a talk on the importance of site visits and peer comparisons then turns to the complexities of Service…

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#139 - LEGENDS: Chad Peterman’s $120M Home Service Scaling Strategy 53:09

2M ago53:09

53:09

Owned and Operated continues its new Legends series, focusing on the stories of the home service industry’s most successful entrepreneurs. John Wilson and Jack Carr are joined by special guest Chad Peterman, President and CEO of Peterman Brothers–a $120M home service empire with over 700 employees and eight locations. Follow along as Chad discusses…

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066 S01 Ep 23 – Large-Scale Combat Operations Symposium 2024 w/BG Jason Curl 2:06:25

2M ago2:06:25

2:06:25

The Joint Readiness Training Center is pleased to present the sixty-sixth episode to air on ‘The Crucible - The JRTC Experience’ and the third annual Large Scale Combat Operations Symposium. Hosted by the Commanding General of the JRTC and Ft. Johnson, BG Jason Curl and the Commander of Ops Group (COG), COL Matthew Hardman. Today’s guests are all s…

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#138 - LEGENDS: Matt Ballard’s Balance of New Construction and Residential 45:42

2M ago45:42

45:42

Owned and Operated continues its new LEGENDS series, focusing on the stories of the home service industry’s most successful entrepreneurs. John Wilson is joined by special guest Matt Ballard of Sunrise Mechanical, a $55M HVAC and plumbing company that works in small residential, commercial, and new construction. Matt discusses the balance between w…

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#137 - LEGENDS: How Tommy Mello Built a $200M Home Service Business 1:03:10

2M ago1:03:10

1:03:10

Owned and Operated kicks off its new LEGENDS series, focusing on the stories of the home service industry’s most successful entrepreneurs. John Wilson and Jack Carr are joined by special guest Tommy Mello, founder and CEO of A1 Garage, which operates in over 20 states, with over 50 locations. The talk with Tommy covers his insistence on a strong co…

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065 S01 Ep 22 – Perspectives of a Warfighter: Leadership Lessons with the Sergeant Major of the Army 58:12

2M ago58:12

58:12

The Joint Readiness Training Center is pleased to present the sixty-fifth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Commander of Ops Group (COG), COL Matthew Hardman. Today’s guest is the Sergeant Major of the Army, SMA Michael Weimer. SMA Michael Weimer was sworn in as the 17th Sergeant Major of the Army on Aug. 4, 2023…

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#136 - Getting Home Service Business Leads When the Season Changes 32:10

2M ago32:10

32:10

Are you focused on business leads in your home service company when the seasons change? This week, Jack and John talk about weak months during peak HVAC season, big victories coming from major talent hires, and the power of specialty equipment paying for itself almost immediately. However, the big topic of conversation covers home service business …

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Calming Irate Customer Interactions: 5 Proven Techniques 24:46

3M ago24:46

24:46

Send us a text In this episode of "Advice from a Call Center Geek," we dive into the challenging world of dealing with angry customers. Discover five powerful, actionable techniques that can transform heated interactions into opportunities for building customer loyalty. Perfect for contact center managers and agents alike, this episode covers: The …

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064 S03 Ep 08 – Paratrooper Basics & Preparing for an Airborne Joint Forcible Entry Operation w/a Rifle CO RTO, SPC Mitchell of 1-504 PIR 40:27

3M ago40:27

40:27

The Joint Readiness Training Center is pleased to present the sixty-fourth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Commander of Ops Group (COG), COL Matthew Hardman. Today’s guest is the company radio-telephone operator for B Company, 1-504th PIR, 1st BCT, 82nd Airborne Division, SPC Kevin Mitchell. Established during …

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#135 - Pipelines, Heavy Equipment, and Marketing your Excavation Business 16:05

3M ago16:05

16:05

Even vacation can’t stop John from talking about the new, heavy equipment for his drainage excavation business doubling as a marketing strategy! He and Jack talk about the nature of working in HVAC, drains, and excavation, why pipelining is great, and just how much a machine for drain cleaning can cost a business–and how much it makes back when you…

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What Technology does a World Class 2024 Contact Center Have? 24:20

3M ago24:20

24:20

Send us a text Did you ever ask yourself what the high-end contact centers are doing differently? In this ACGpodcast, we dive deep into the cutting-edge technologies that set elite customer service operations apart from the rest. This is how we are developing our strategic plan for Expivia. From AI-powered chatbots to advanced analytics, we explore…

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063 S01 Ep 21 – Developing Leaders for Combat at the Brigade through Corps Echelons w/LTG Stephen Smith 1:00:57

3M ago1:00:57

1:00:57

The Joint Readiness Training Center is pleased to present the sixty-third episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Commander of Ops Group (COG), COL Matthew Hardman. Today’s guest is the Deputy Commanding General of United States Army Forces Command, Lieutenant General Stephen Smith. Forces Command is the largest United…

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#134 - HVAC Business Ups and Downs and Creating Your Organizational Structure 36:58

3M ago36:58

36:58

John joins the show this week from the middle of the woods as he and Jack discuss creating your home service business organizational structure, org charts, and the issues with hiring leaders. It’s also peak HVAC business season and that means an inevitable downturn. Are Jack and John prepared for an HVAC shoulder season? Will John find his way out …

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062 S02 Ep 12 – Developing BDEs & Their Leaders for the Next Fight w/a Pre-BCT CMD & a Current BCT CDR 1:01:43

3M ago1:01:43

1:01:43

The Joint Readiness Training Center is pleased to present the sixty-second episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Commander of Ops Group (COG), COL Matthew Hardman. Today’s guests are a pre-command and incoming commander for 2nd Brigade Combat Team of 10th Mountain Division (Light Infantry), COL Anthony Gore and the c…

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Large Scale Combat Operations Symposium of '24 Teaser 01 0:30

3M ago0:30

0:30

Please join us for the Large Scale Combat Operations Symposium of ’24 on Thursday, 8 August ‘24 at 0900-1100 CST. Hosted by the incoming Commanding General, BG Jason Curl and the Commander of Ops Group (COG), COL Matthew Hardman on 8 August ‘24. Their guests are several majors and captains observer-coach-trainers with over 125 decisive action train…

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061 S02 Ep 11 – Setting the Conditions for the BDE & BNs to Succeed in LSCO thru Staff Overmatch w/Devil 03, MAJ Tony Formica 1:08:20

3M ago1:08:20

1:08:20

The Joint Readiness Training Center is pleased to present the sixty-first episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by MAJ James “Jim” Lee is the Brigade Executive Officer Observer-Coach-Trainer for the BDE Command & Control Task Force (BCT HQ) on behalf of the Commander of Operations Group. Today’s guest is the Brigade S-3 Ope…

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#133 - Managing HVAC Growth and Infrastructure in the Summer Heat 30:30

3M ago30:30

30:30

July heat got you down? Then you must not work in the HVAC business, because things are hotter than ever for Jack and John, as they talk about trying to keep up with the massive summertime HVAC rush, the stretch of record-breaking home service sales records, and growth all around. But that begs the question: When you’re making summer hay what are t…

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060 S12 Ep 06 – Special Operations within Large Scale Combat Operations w/JRTC's Special Operations Training Detachment 1:00:37

4M ago1:00:37

1:00:37

The Joint Readiness Training Center is pleased to present the sixtieth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Commander of Ops Group (COG), COL Matthew Hardman. Today’s guests are the Commander of the Special Operations Training Detachment for US Army Special Operations Command, COL Nathanael Joslyn and one of their s…

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#132 - Rebranding, Team Lead Pay, and GMB: Your Questions, Answered 39:28

4M ago39:28

39:28

It’s June Q&A time, as John tackles strategies for increasing revenue per plumber and HVAC technician, tracking key performance indicators (KPIs), and tips for managing warehouse inventory and consignment. He’ll also get into hiring team leads, implementing incentive-based compensation plans, rebranding strategies after acquisitions, and navigating…

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Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All 29:03

4M ago29:03

29:03

Send us a text The contact center industry is evolving, and with that evolution, contact centers of all types are starting to learn valuable lessons. In this episode, we'll dive into how the BPO landscape is changing, what these changes mean for customers, and the latest AI tools you should be asking for in your outsourcing RFPs. Don’t let the titl…

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#131 - The AI Call Center Revolution with Avoca Founder Tyson Chen 48:52

4M ago48:52

48:52

Join John Wilson and Jack Carr on 'Owned and Operated' as they look into the cutting-edge world of AI-powered call centers for home service businesses with Tyson from Avoca AI. Discover how AI is transforming the efficiency and effectiveness of call centers in the trades, optimizing everything from after-hours calls to specialized CSR allocation. T…

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Episode 141: Reindustrializing America with Liz Reynolds 28:12

4M ago28:12

28:12

In this bonus episode, Elisabeth Reynolds—MIT Professor of the Practice, former White House policymaker, and now Strategic Advisor to Tulip—joins Natan Linder to discuss the building momentum around reindustrialization in the United States. Liz calls attention to the most important factors shaping the industrial landscape, and the need for a clear …

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Episode 140: A Frontline Perspective on Industry 4.0 – Reflections on Season 1 of Augmented Ops 34:44

4M ago34:44

34:44

This week marks the final episode of Season 1 of Augmented Ops! Natan Linder and Erik Mirandette sit down to discuss their takeaways from the first season—while trying not to get derailed analogizing frontline operations to the Celtics Championship win. Natan and Erik highlight the advancements (and stumbles) in industrial AI, and the way that open…

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#130 - Unlocking High Average Ticket Sales in HVAC and Plumbing 39:48

4M ago39:48

39:48

Join John and Jack as they talk about hitting major milestones, training programs, and strategies that have significantly increased their average ticket sales. Learn about the importance of call-by-call management, creating effective options for customers, and improving service quality. We also discuss exploring customer needs early, the impact of …

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Everything We Learned from Starting An AI CX Company - OttoQa 20:20

4M ago20:20

20:20

Send us a text Join us as we dive into the journey of founding and growing OttoQa, a cutting-edge AI-powered Customer Experience (CX) company. In this episode, we'll share our firsthand experiences, lessons learned, and the challenges we faced in building a fully automated QA platform. Discover the strategies and insights that helped us innovate in…

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059 S03 Ep 07 – The Life of a Grunt Leader: From a Ranger PFC to an Infantry Colonel w/COL Matthew Leclair 1:07:19

4M ago1:07:19

1:07:19

The Joint Readiness Training Center is pleased to present the fifty-ninth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Commander of Ops Group (COG), COL Matthew Hardman. Today’s guest is senior Army fellow at the Asia Pacific Center for Security Studies. Following his current assignment, COL Matthew Leclair. Following his c…

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#129 - Generating Leads for Home Service Businesses: Digital Marketing with Sam Preston 32:17

4M ago32:17

32:17

Today's episode features a special guest, Sam Preston, CEO of Service Scalers. Join us as Sam visits our shop and shares his insights on revolutionizing home service marketing. We discuss the evolution from traditional marketing methods to leveraging digital strategies, AI, and SEO to drive leads and business growth. Learn about the challenges and …

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