The Future Workforce Podcast
Join Liam Martin, the host of The Future Workforce Podcast, for engaging discussions and insider insights on the ever-evolving landscape of work. Each episode features industry titans and visionaries, sharing their unique perspectives on topics ranging from technological advancements to shifting workforce demographics. With this podcast, you'll be equipped with the knowledge you need to navigate and succeed in the future of work. Tune in to stay ahead of the curve and gain valuable insights.
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Pedro Barboglio on reinventing the BPO wheel
03/05/2024
Pedro Barboglio on reinventing the BPO wheel
In this episode of the Future Workforce Podcast, hosted by Liam Martin, we dive into the mind of Pedro Barboglio, the visionary founder of Remote Team Solutions. Pedro walks us through his entrepreneurial journey, revealing how he carved a niche for his BPO company amidst fierce competition. With a remarkably low turnover rate of 2%, Pedro attributes his success to seeing clients as partners and his unwavering commitment to top-notch customer service. But it's not all smooth sailing; Pedro shares the hurdles he's faced while scaling his business and the lessons learned from those challenges. He also throws in some unconventional wisdom for BPO founders, emphasizing the importance of not just chasing clients but choosing the right ones. Beyond just filling positions, Pedro envisions a future where BPOs play a crucial role in educating businesses on the benefits of remote work and artificial intelligence to boost efficiency. Tune in for a masterclass on building a BPO that's not just successful but sustainable and forward-thinking. #FutureOfWork #BPOInsights #RemoteWorkRevolution #CustomerServiceExcellence #InnovationInBPO #LeadershipLessons #EntrepreneurialJourney #WorkforceManagement #BusinessGrowthStrategies #ArtificialIntelligenceInBusiness #thefutureworkforcepodcast
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Athena: Empowering executives through effective delegation
02/06/2024
Athena: Empowering executives through effective delegation
Join host Liam Martin in this enlightening podcast episode as he interviews Robert Hayes, the visionary CEO and founder of Athena, a company dedicated to providing outsourced assistants to executives. In this insightful conversation, they delve deep into the world of delegation, scaling distributed teams, and conquering the common challenges that come with it. Discover the secrets behind Athena's unique approach to teaching executives the art of delegation and why it's crucial for business success. Robert candidly shares the valuable lessons he learned while scaling TaskUs from 800 to a staggering 25,000 representatives, along with tips on identifying individuals capable of scaling with hypergrowth companies. The discussion takes an emotional turn as they address the hurdles that often hinder effective delegation, including guilt and control. Robert explains how to reach advanced levels of delegation where tasks happen automatically, streamlining processes for efficiency. Additionally, they emphasize the significance of focusing on your core offerings and learning to say no to misaligned opportunities, offering invaluable insights for entrepreneurs and business leaders. Don't miss this opportunity to gain wisdom from a seasoned entrepreneur and leader in the outsourcing industry. Tune in and learn the art of delegation for ultimate business success. #Delegation #BusinessScaling #LeadershipInsights #Entrepreneurship #Athena #TaskUs #ExecutiveAssistants #Hypergrowth #EfficientDelegation #BusinessSuccess #RobertHayes #thefutureworkforcepodcast
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Empowerment and innovation: Bobbie Racette's journey with Virtual Gurus
01/23/2024
Empowerment and innovation: Bobbie Racette's journey with Virtual Gurus
In this eye-opening episode, we sit down with Bobbie Racette, the inspirational CEO of Virtual Gurus. She delves into the company's groundbreaking approach to virtual assistant services, with a special focus on uplifting underserved and Indigenous communities. Listen as Bobbie covers a wide array of topics: the advantages of distributed work, confronting biases, the power of diverse talent, and the exciting future of VG On Demand. She doesn't shy away from the personal side of business either, discussing the delicate balance between personal branding and company growth, the lessons learned from scaling and reorganization, and how she turns rejection into fuel for ambition. Bobbie offers invaluable advice for fellow entrepreneurs, stressing the importance of authenticity and sustainable growth. Her candid conversation about past mistakes, like hiring a CEO too soon, and her ongoing battle with self-doubt, is both relatable and inspiring. Bobbie's story is a testament to personal growth, the power of a positive mindset, and believing in the underdog. Tune in to hear about her future goals and her vision for Virtual Gurus' continued success. #VirtualGurus #BobbieRacette #IndigenousEmpowerment #Entrepreneurship #BusinessGrowth #PersonalBranding #StartupChallenges #LeadershipInsights #DiversityInBusiness #InnovativeThinking #FoundersJourney #thefutureworkfocepodcast
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Call center success: Richard Blank on human interaction and relationship-building
01/09/2024
Call center success: Richard Blank on human interaction and relationship-building
In the age of artificial intelligence, Liam Martin sits down with Richard Blank, the founder of Costa Rica's Call Center, to discuss the vital role of human interaction and relationship-building. Discover how Richard's BPO industry supports this approach and learn about the top changes in the contact center industry over the past 23 years, including the impact of COVID-19 and advancements in technology. Gain insights into building a unique company culture, prioritizing empathy, and creating long-term partnerships with clients. Don't miss this deep dive into the power of authentic human connection! #BusinessSuccess #HumanInteraction #RelationshipBuilding #thefutureworkforcepodcast
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Inc 5000 company: How Hire Horatio CX is transforming customer experience outsourcing
11/28/2023
Inc 5000 company: How Hire Horatio CX is transforming customer experience outsourcing
In this episode, Liam Martin sits down with Jose Herrera, the visionary CEO of Hire Horatio, recently named one of Inc 5000’s fastest-growing companies in America. They discuss the remarkable journey of Hire Horatio, a trailblazer in customer experience outsourcing for high-growth startups. With roots in the Dominican Republic, Jose shares how the company has grown from 30 people to 1600 in only 3 years due to its strong culture and employee happiness. Key discussions in this episode include: The story behind Hire Horatio's name and its mission to become a trusted outsourcing partner for startups. Insights into how prioritizing employee well-being has been a key driver of Hire Horatio's swift growth. The significance of retention metrics over Net Promoter Score (NPS) in evaluating business success. Strategies employed in transitioning clients from offshore providers to enhance service quality. Jose's perspective on the future of work, especially maintaining human connections in an AI-influenced landscape. This episode offers a deep dive into Jose Herrera's background and the core principles behind Hire Horatio, providing valuable insights for startups and established companies alike. It's a must-listen for those interested in the evolving dynamics of customer experience outsourcing and its impact on business growth and client satisfaction.
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Competing on Quality: How Penbrothers is Changing the Game in BPO
11/14/2023
Competing on Quality: How Penbrothers is Changing the Game in BPO
Join us on the Future Workforce Podcast with host Liam Martin, where we sit down with Nicolas Bivero, CEO and co-founder of Penbrothers. Nicolas is at the helm of a company that’s redefining the offshore staffing landscape from Manila, crafting remote HR and talent management solutions that power up global businesses. Under his leadership, Penbrothers has become a beacon of opportunity, connecting Filipino talent to the world and fostering remarkable growth, especially within tech startups and e-commerce spheres. In this episode, Nicolas covers the genesis of Penbrothers from its early days to becoming a BPO powerhouse, tapping into the exceptional talent pool in the Philippines. He recounts the seamless transition to a remote work model during the pandemic, a testament to the company’s agility and forward-thinking strategy. He emphasizes quality as the non-negotiable cornerstone of their services, which not only distinguishes them in the market but also guarantees their clients get the best outcomes. With the BPO industry at a tipping point, Nicolas speaks to the shift towards remote capabilities and refined talent sourcing strategies. He doesn’t shy away from the tough lessons learned through building trust and managing team dynamics, providing a realistic view of the leadership journey. Nicolas's commitment to employee growth resonates with our philosophy here at Time Doctor, where we understand the significance of developing talent and aligning employee progress with organizational success. Don’t miss this insightful exploration into the world of BPO, full of strategies and stories for nurturing a future-ready workforce that thrives on quality and growth.
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35+ years in the BPO sector — Matt Rocco on overcoming challenges and pioneering in India with Etech Global Services
10/31/2023
35+ years in the BPO sector — Matt Rocco on overcoming challenges and pioneering in India with Etech Global Services
In this episode, host Liam Martin sits down with Matt Rocco, President and CEO of Etech Global Services, to delve into the intricacies of the BPO industry over the past 35 years. Matt offers a comprehensive view of his two-decade career, starting with trailblazing initiatives like implementing the industry's first predictive dialer technology in the 1990s. The conversation takes a deep dive into Etech's early years, examining both the hurdles and victories of setting up operations in India. But it's not all about technology and logistics; Matt emphasizes the human element that has been crucial in Etech's journey. He talks about how the company's focus on culture and servant leadership had a transformative impact on its performance and workforce. To underscore this, Matt cites real-world examples, revealing how their leadership philosophy helped Etech weather economic storms like the 2008 recession and navigate the complexities of the COVID-19 pandemic. Don't miss this enlightening episode that not only looks at the BPO sector through the lens of technological evolution and geographical expansion, but also highlights the human values that can make or break an organization.
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Achieving User Acquisition and Lead Generation Success: Insights from Vladislav Podolyako of Belkins IO
10/17/2023
Achieving User Acquisition and Lead Generation Success: Insights from Vladislav Podolyako of Belkins IO
In this episode, Liam Martin chats with Vlad Podolyako, the brain behind Belkins. From starting Belkins in 2017 to growing it to a team of over 300 in just half a decade, Vlad shares the secrets behind his swift scaling success. Dive into key topics such as the role of dedication and hard work in growth, effective strategies for cold email outreach, and vital takeaways from scaling at breakneck speed. Meet Vladislav Podolyako — the man at the helm of Belkins (https://belkins.io/). Hailing from Ukraine and currently based in Denver, Colorado, Vlad co-founded Belkins, a sales acquisition agency with a focus on appointment setting, email marketing, LinkedIn outreach, CRM, and more. Within 5 years, they've expanded their footprint across the US, Poland, and Ukraine, boasting a strong team of 300. Key Moments: — Diving deep into the essence of hard work for Belkins' impressive trajectory — Crafting the perfect team for winning 100 clients via cold email — The pivotal role of CEOs in day-to-day operations, even as the company expands — Addressing technical hurdles that cropped up during their journey
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Accounting and BPO Excellence: TOA Global's Journey from Local Vision to Global Impact
09/19/2023
Accounting and BPO Excellence: TOA Global's Journey from Local Vision to Global Impact
Dive deep into the evolution and success of TOA Global, a beacon in the world of Business Process Outsourcing (BPO). Host, Liam Martin, sits down with Nick Sinclair, the visionary Founder & Managing Director of TOA Global. Together, they unravel the company's transformative journey from its humble beginnings to its meteoric rise as a global leader in the accounting sector of the BPO industry. Nick shares insider tales, including the intriguing story of their URL change and its unforeseen consequences and how they've pioneered in training and specialization, setting them apart in a competitive landscape. Dive deeper into their story by visiting their official website at https://toaglobal.com/. As AI and tech reshape the BPO realm, how does TOA Global stay ahead of the curve? And in the face of challenges like remote work spurred by the COVID-19 pandemic, how do they maintain a culture of collaboration and excellence? Tune in to discover the secrets behind TOA Global's unparalleled success and gain insights that could redefine your understanding of the BPO industry. Don't miss this compelling conversation!
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Maintaining Company Culture: Strategies for Success in a Changing Economy
09/05/2023
Maintaining Company Culture: Strategies for Success in a Changing Economy
In this must-listen episode, we bring together Liam Martin and Annette Franz for an eye-opening discussion on how companies can not only survive but thrive during economic downturns. The key? A steadfast focus on both customers and employees. Annette Franz, an industry leader in customer experience and the mind behind CX Journey, hones in on the need for businesses to cultivate a customer-centric culture. She shares enlightening examples of companies that have masterfully implemented this approach to immense success. But it's not all about the customer; Annette and Liam agree that employees are the other half of the equation. They delve into the challenges and solutions of maintaining a robust company culture in today's remote work environments. The conversation also turns towards the critical importance of hiring for culture fit, as the duo agree that a strong internal culture translates to better customer experiences. In a time when communication can make or break a company, Annette emphasizes the need for transparency and proactive outreach to customers. Whether you're a business leader, a customer experience enthusiast, or someone interested in organizational culture, this episode is packed with actionable insights.
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Mastering Operational Efficiency: Insights, Strategies, and the Journey Behind 'Come Up for Air’
08/22/2023
Mastering Operational Efficiency: Insights, Strategies, and the Journey Behind 'Come Up for Air’
Dive into an enlightening conversation with Liam Martin as he hosts Nicholas Sonnenberg, an expert on business efficiency and productivity. Nicholas delves deep into the intricacies of his recently released book, "Come Up for Air," shedding light on the nuances of writing and the art of book promotion. The duo explores the crucial role of operational efficiency, the significance of process documentation, and how modern communication tools are reshaping businesses. Moreover, Nicholas emphasizes the importance of strategic planning and organization, generously sharing wisdom from his rich experience. Gain valuable insights as he introduces the CPR (Communicate, Plan, Resource) Framework, a transformative model for achieving peak efficiency. To learn more about Nicholas and his pioneering work, check out Getleverage.com and Comeupforair.com.
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Influencer Marketing in BPO Industry: An Unusual Acquisition Channel
08/08/2023
Influencer Marketing in BPO Industry: An Unusual Acquisition Channel
In this interview, Cody Barton, the founder of StartVirtual, discusses the growth and challenges his company has faced in providing virtual assistance services in the real estate industry. Despite the uncertain environment caused by the COVID-19 pandemic, StartVirtual decided to fast-track their launch in March 2020. Cody shares their journey from being a real estate business owner to creating a virtual assistant company, and how they expanded their services to insurance and bookkeeping. StartVirtual now manages over 600 portfolios across various sectors. Cody discusses the challenges faced in hiring the right people that fit the company's culture and the regrettable decisions that had to be rectified. He also talks about the technical complexities, training quality, and team member engagement issues experienced during the company's rapid growth. Despite working 70 hours a week, Cody finds satisfaction in being an entrepreneur and plans to eventually create room for senior leadership to take over. StartVirtual achieved growth mainly through organic methods and affiliate relationships and are now planning to invest more in paid marketing. Cody emphasizes the significant role of influencer marketing in the company's growth and how they are improving their operational function and CRM transition. He shares advice for BPO founders looking to leverage influencers for rapid growth and highlights the need for establishing the right leadership team from the beginning.
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Reshaping Work Paradigms: Hybrid Models, Remote Dynamics, and the Quest for Optimal Productivity
07/25/2023
Reshaping Work Paradigms: Hybrid Models, Remote Dynamics, and the Quest for Optimal Productivity
In today’s episode, host Liam Martin engages in a comprehensive discussion with Dave Mastronardi, the visionary behind Gamestorming Group and New Rules for Work. They delve into the inherent flaws in traditional work structures, illuminating the urgent need for innovative work rules. From the benefits and setbacks of hybrid, remote, and office work models, to the charged debate surrounding the return to the office in a post-pandemic world, no topic is left unexplored. They also tackle the often-overlooked complexities and power dynamics inherent in remote work, as well as the pivotal role of middle managers in this evolving landscape. Highlighting the importance of both synchronous and asynchronous meetings, they elucidate on the concept of purposeful meetings in the global business environment. Dave and Liam discuss how the advent of software tools can enhance productivity in remote settings, and share insights into the practicalities and challenges during the transition to remote work. Drawing on his experience with Slack's think tank, Dave underscores the importance of critical thinking about remote work, and announces a major study aimed at ascertaining the effectiveness of remote and hybrid work styles. The episode concludes with a lightning round of quick questions, leaving listeners with practical insights and food for thought. Tune in to "Reshaping Work Paradigms: From Traditional Structures to Hybrid Models - A Deep Dive with Dave Mastronardi" for an enlightening discussion on the future of work. ✅Time Doctor blog: ✅ New Rules for Work: ✅ Gamestorming Group:
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Building a Mission-Driven BPO: The Story of Boldr Impact
07/11/2023
Building a Mission-Driven BPO: The Story of Boldr Impact
In this episode, Liam Martin sits down with David Sudolsky, the innovative Founder and CEO of Boldr, a pioneering business process outsourcing (BPO) company with a uniquely mission-driven perspective. David's company, the world’s largest outsourcing B Corp, has redefined the outsourcing sector since its inception in 2017. Now operating in multiple global locations, including the Philippines, Mexico, South Africa, the US, and Canada, Boldr offers dignified, meaningful work opportunities while delivering superior client experiences. For his innovative work as a Social Entrepreneur, David was honored on the Forbes30u30 list in 2020. The dialogue dives into Boldr's community-oriented approach, transcending conventional BPO's shareholder-focused practices. David shares his vision of a BPO industry that nurtures its community and team members rather than exploiting them, a concept that he acknowledges is not yet widespread in the sector. The discussion navigates through David's personal evolution, the significance of aligning personal and company missions, tackling obstructive individuals, and the process of crafting a genuine company culture. We delve into the complexities of visa restrictions impacting remote work and the potential future direction of the BPO industry. Curious to know how Boldr weathered the storm and achieved impressive growth even amidst a global pandemic? Wondering how the shift to a hybrid work model has influenced employee satisfaction and productivity? Interested in hearing David's wise words for aspiring BPO founders about sustainable business expansion? Tune into this interview to find the answers to these intriguing questions and more.
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Scaling Business Process Outsourcing: An Inside Look at ISTA Solutions' Success as a 'Business in a Box'
06/27/2023
Scaling Business Process Outsourcing: An Inside Look at ISTA Solutions' Success as a 'Business in a Box'
In this riveting episode of Future Workforce, we invite you to join the insightful conversation between our host, Liam Martin, and Nicole Barrish, the Vice President of Operations at ISTA Solutions. They delve deep into the robust growth, hurdles, and future of the Business Process Outsourcing (BPO) industry. Nicole Barrish is an accomplished professional with a 14-year career under the Towne Group. A Boston's Emerson College graduate, Nicole started as a staffing coordinator and rose to manage the Towne Home Care operations, turning it into one of New Jersey's top home care agencies. She later transitioned to ISTA Personnel Solutions as Director of Operations, now overseeing over 1000 employees providing customer support in the healthcare industry. Nicole shares her unique insights on ISTA Solutions' standout position in the competitive BPO landscape, due to its unparalleled efficiency of processes and its comprehensive 'business in a box' service, uncovers the incredible potential of leveraging data to uplift customer service quality, and how IT can substantially enhance client experiences. The conversation also pivots towards the importance of cultivating a strong company culture and retaining top-tier talent amidst the aggressive competition of the BPO market. Learn from past errors and gain essential knowledge that could prevent costly missteps. The episode closes with an engaging discussion about ISTA Solutions' ambitious plans for growth, including task automation and AI integration to address prevalent industry issues like inadequate project management and accountability. This episode is a must-listen for leaders and professionals navigating the BPO industry's complex landscape, packed with invaluable insights, tangible strategies, and inspiring forward-thinking vision.
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Exploring the Future of Work: Remote Vs Hybrid, the Impact of AI, and the Necessity of Upskilling
06/13/2023
Exploring the Future of Work: Remote Vs Hybrid, the Impact of AI, and the Necessity of Upskilling
Join Liam Martin, host of the Future Workforce podcast, in a thought-provoking conversation with Dan Schawbel as they dive into the dynamic work landscape. In this episode, they cover a wide range of topics, providing valuable insights and perspectives on the future of work. Dan Schawbel is a bestselling author and the Managing Partner of Workplace Intelligence, a renowned thought leadership and research agency focused on the world of work. With three bestselling career books under his belt, Dan has established himself as a leading expert in his field. He has conducted over 65 research studies in collaboration with major brands. He is also the host of the widely-listened-to 5 Questions podcast. Discover the transformative power of remote work and the role of company retreats in fostering a cohesive culture. Is the hybrid model truly effective, or do companies lean towards being either office-centric or remote-centric? Discover the phenomenon of "quiet quitting," which happens when employees become disengaged due to issues such as lack of work flexibility, inadequate compensation, and inflation. Such disengagement can pose significant challenges to both productivity and organizational success. Delve into the evolving world of work, specifically focusing on the impact of artificial intelligence (AI) and the essentiality of upskilling. While AI advances, Liam and Dan highlight the irreplaceable nature of human skills and the urgent need for continuous learning. Prepare for the potential implications of Artificial General Intelligence (AGI) as they discuss its profound effects on society and the workforce. Explore the role of government and corporations in addressing the challenges brought by AGI, including the importance of universal basic income and extensive retraining programs. Finally, contemplate the future of personal branding and brand reputation in an AGI-dominated world. Discover how personal visibility might become a crucial element for success in a society where creating a personal brand is akin to that of social media influencers. Tune in to this enlightening episode as Liam and Dan navigate the complexities of the future of work and shed light on the critical factors shaping the workforce of tomorrow.
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Navigating the BPO Odyssey: Past, Present, and Future with Derek Gallimore
05/29/2023
Navigating the BPO Odyssey: Past, Present, and Future with Derek Gallimore
In this enlightening episode of the Future Workforce podcast, our host Liam Martin engages in a comprehensive conversation with the BPO maven, Derek Gallimore. Derek Gallimore is the founder and CEO of and is regarded as a leading expert on all things outsourcing. Derek has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. In this episode, Liam and Derek delve into the fascinating world of the Business Process Outsourcing (BPO) industry, guiding listeners through a statistical journey of its performance, growth, and evolution. Beginning with a detailed look at industry-specific statistics, they paint a picture of the BPO sector's robust past and dynamic present. The conversation further dissects profit margins in the industry, providing listeners with valuable insights into the fiscal mechanics of the BPO space. They also shed light on the key players making waves in the industry, providing a well-rounded view of the competitive landscape. To cap it off, Liam and Derek gaze into the crystal ball to discuss the future of the BPO industry, offering expert predictions and advice for those navigating this ever-evolving sector. Listen to this episode as they decode the BPO industry, one statistic at a time. Whether you're a seasoned professional or a curious newcomer, this conversation promises a wealth of knowledge and insight into the bustling world of business process outsourcing.
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Transitioning to Offshore: Jamie Beresford
03/29/2022
Transitioning to Offshore: Jamie Beresford
In this episode of The Future Workforce Podcast, we speak with Jamie Beresford, Founder & CEO of Practice Protect. Jamie is has a wealth of experience in building a company from scratch and expanding it to include offshore talent. His career journey has helped him become an expert at transitioning to and incorporating a global workforce. Listen as we go into detail about how to move offshore, what challenges to expect, and how to succeed. *SHOW NOTES* Jamie Beresford LinkedIn: Practice Protect About: Blog:
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Asynchronous Communication: Liam Martin
03/15/2022
Asynchronous Communication: Liam Martin
In this episode of The Future Workforce Podcast, we speak with our very own Liam Martin, CMO of Time Doctor and Co-Founder of Running Remote. Liam is a remote work pioneer, with over a decade of experience building a 100% remote software company that operates around the world. He also helped grow the world’s largest conference on building remote teams. We’re thrilled to have him bring his experience to the podcast! Listen as we discuss one of the most important secrets to remote work success: Asynchronous communication. *SHOW NOTES* Liam Martin LinkedIn: https://www.linkedin.com/in/liammcivormartin/ Time Doctor https://www.timedoctor.com/ Blog: https://biz30.timedoctor.com/ Running Remote https://runningremote.com/ Sign up for the conference: https://runningremote.com/tickets/#/
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The War for Outsourcing Talent: Aimee Engelmann
01/18/2022
The War for Outsourcing Talent: Aimee Engelmann
In this episode of The Future Workforce Podcast, we speak with customer experience and outsourcing expert Aimee Engelmann, CMO of PROBE Group. As the former CEO and founder of a well-respected BPO in Australia and the Philippines, and now the CMO of an award-winning customer experience business that operates in 5 countries, has 17,000 staff, and serves clients around the world from both work-from-home and work-from-office, Aimee brings a wealth of CX experience to the podcast. Listen as we discuss the state of outsourcing today and how the ongoing talent war will impact the industry going forward.
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Staying Connected with Remote Work: Michele Rowan of WFHAlliance.com
12/08/2021
Staying Connected with Remote Work: Michele Rowan of WFHAlliance.com
Michele Rowan, President of Work From Home Alliance, gives advice on building culture, hiring a global workforce, and staying connected when working remotely.
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Implementing Remote Work: Sacha Connor of Virtual Work Insider
11/29/2021
Implementing Remote Work: Sacha Connor of Virtual Work Insider
Sacha delivers lots of valuable insights on how business leaders can successfully implement a remote work strategy. She shares her deep knowledge of what leaders should focus on during implementation, the challenges they can expect to face, and how remote teams evolve over time.
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