https://simplecast.com Service Intelligence Podcast Service Intelligence Podcast talks to experts from around the world to help you improve your customer support and customer service operations. 2021 Qminder Service Intelligence Podcast en Wed, 18 May 2022 13:27:54 +0000 Wed, 18 May 2022 17:00:56 +0000 https://service-intelligence-podcast.simplecast.com Service Intelligence Podcast https://image.simplecastcdn.com/images/53791707-df27-4b7a-a691-4803c80eb140/ea1a95f6-7bc6-4111-bd9f-d98bf7b1ba48/3000x3000/green-and-yellow-typography-sports-and-recreation-podcast-cover.jpg?aid=rss_feed https://service-intelligence-podcast.simplecast.com episodic Service Intelligence Podcast talks to experts from around the world to help you improve your customer support and customer service operations. Gustav Kotkas, Qminder no https://feeds.simplecast.com/e6rbERfE business intelligence, customer experience, customer service, customer support, data driven, queue management, ridesharing Qminder Gustav@qminder.com ec075867-daa3-4d6a-a55e-d4602454399b Fred Gehrke - former VP of Support at Bolt. How to grow your support team from 20 to 200 in 7 months and help employees reach their full potential Connect with Fred on Linkedin: https://www.linkedin.com/in/fredgehrke/

]]> Wed, 18 May 2022 13:27:54 +0000 Gustav@qminder.com (Fred Gehrke, Gustav Kotkas, Qminder) https://service-intelligence-podcast.simplecast.com/episodes/fred-gehrke-former-vp-of-support-at-bolt-shares-his-experience-in-hiring-and-developing-people-eR5TD2RY Connect with Fred on Linkedin: https://www.linkedin.com/in/fredgehrke/

]]> Fred Gehrke - former VP of Support at Bolt. How to grow your support team from 20 to 200 in 7 months and help employees reach their full potential Fred Gehrke, Gustav Kotkas, Qminder 01:02:41 Fred Gerhke is the former VP of Support at Bolt. Bolt is one of the fastest-growing tech companies in Europe, which initially started as a ride-hailing app and now also offers car rentals, micro-mobility, food delivery, and dark store solutions in 45 countries around the world. Fred began his customer support journey more than 15 years ago at Microsoft and has developed a unique system for hiring and developing people. In this episode, you'll hear awesome stories from Fred's career like creating business continuity plans for when a tsunami hits Japan and how he hired 200 new support people in 7 months at Bolt. Over the years, he has built an organization of more than a thousand people and is now taking some time off to focus on his hobbies. Fred Gerhke is the former VP of Support at Bolt. Bolt is one of the fastest-growing tech companies in Europe, which initially started as a ride-hailing app and now also offers car rentals, micro-mobility, food delivery, and dark store solutions in 45 countries around the world. Fred began his customer support journey more than 15 years ago at Microsoft and has developed a unique system for hiring and developing people. In this episode, you'll hear awesome stories from Fred's career like creating business continuity plans for when a tsunami hits Japan and how he hired 200 new support people in 7 months at Bolt. Over the years, he has built an organization of more than a thousand people and is now taking some time off to focus on his hobbies. customer support, vp of support, cs, wise, transferwise, confidence, microsoft, feedback, bolt no full 5 a7f54876-b416-4f3d-a501-2c941486cfa2 Jorma Laiapea - former Head of Customer Support at Wise - shares his experience in building customer support functions across multiple industries. Find Jorma on Linkedin: https://www.linkedin.com/in/jormalaiapea/

Find out more about Limitless Impact Investments here: https://limitless.fund/

]]> Tue, 1 Feb 2022 12:11:04 +0000 Gustav@qminder.com (Gustav Kotkas, Jorma Laiapea, Qminder) https://service-intelligence-podcast.simplecast.com/episodes/jorma-laiapea-x3_763Wi Find Jorma on Linkedin: https://www.linkedin.com/in/jormalaiapea/

Find out more about Limitless Impact Investments here: https://limitless.fund/

]]> Jorma Laiapea - former Head of Customer Support at Wise - shares his experience in building customer support functions across multiple industries. Gustav Kotkas, Jorma Laiapea, Qminder 00:42:47 Jorma Laiapea spent 20 years building and leading customer support teams in the outsourcing, banking, hospitality, and fintech industries. Listen in as he shares his take on great customer support, building products, and hiring the right people for your company. For the past 2.5 years, Jorma has been backing founders who create meaningful positive impact to our lives at Limitless Impact Investments. Jorma Laiapea spent 20 years building and leading customer support teams in the outsourcing, banking, hospitality, and fintech industries. Listen in as he shares his take on great customer support, building products, and hiring the right people for your company. For the past 2.5 years, Jorma has been backing founders who create meaningful positive impact to our lives at Limitless Impact Investments. startups, customer support, product management, impact investment, customer service no full 4 0cdb3026-b0fc-4132-8841-bd752dab3b27 Every support ticket is a product failure - Jorma Laiapea Mon, 31 Jan 2022 21:51:50 +0000 Gustav@qminder.com (Qminder) https://service-intelligence-podcast.simplecast.com/episodes/every-support-ticket-is-a-product-failure-jorma-laiapea-Lj1p_2mm Every support ticket is a product failure - Jorma Laiapea Qminder 00:03:07 Former Head of Customer Support at Wise, Jorma Laiapea, shares his view on why every support ticket is a product failure. Former Head of Customer Support at Wise, Jorma Laiapea, shares his view on why every support ticket is a product failure. no trailer 3ae07b66-d2c3-4872-8b66-ca270f889b92 Dana Hooshmand - former Head of Operations (retail) at Lyft Connect with Dana on Linkedin - https://www.linkedin.com/in/hoosh/

Dana's personal blog: https://hooshmand.net/

Discover Discomfort - https://discoverdiscomfort.com/

]]> Thu, 7 Oct 2021 12:12:55 +0000 Gustav@qminder.com (Dana Hooshmand, Qminder, Gustav Kotkas) https://service-intelligence-podcast.simplecast.com/episodes/dana-hooshmand-former-head-of-operations-retail-at-lyft-IYA_ilwk Connect with Dana on Linkedin - https://www.linkedin.com/in/hoosh/

Dana's personal blog: https://hooshmand.net/

Discover Discomfort - https://discoverdiscomfort.com/

]]> Dana Hooshmand - former Head of Operations (retail) at Lyft Dana Hooshmand, Qminder, Gustav Kotkas 00:45:04 Dana Hooshmand is the former Head of Operations (retail) at Lyft. In this episode, Dana shares his experience about building 200 support centres (Hubs) across the US and how Qminder helped him prove the ROI of face-to-face customer service. Dana Hooshmand is the former Head of Operations (retail) at Lyft. In this episode, Dana shares his experience about building 200 support centres (Hubs) across the US and how Qminder helped him prove the ROI of face-to-face customer service. qminder, customer support, lyft, consultant, operations, queue management, ridesharing no full 3 cd03c690-0459-45bb-b4f5-c96a5491eb8e David Griffith - Head of Support (Baltics) at Wolt Wolt - https://wolt.com/

David Griffith - https://www.linkedin.com/in/davidthgriffith/

]]> Thu, 23 Sep 2021 11:01:44 +0000 Gustav@qminder.com (Qminder, David Griffith, Gustav Kotkas, Wise, Wolt) https://service-intelligence-podcast.simplecast.com/episodes/david-griffith-head-of-support-baltics-at-wolt-UJOxW1QK Wolt - https://wolt.com/

David Griffith - https://www.linkedin.com/in/davidthgriffith/

]]> David Griffith - Head of Support (Baltics) at Wolt Qminder, David Griffith, Gustav Kotkas, Wise, Wolt 00:43:41 In this episode we speak to David Griffith from Wolt - a food delivery platform operating in 23 countries and 180 cities. David is the Head of Customer Support in the Baltic region and he started his job right before the first wave of Covid-19 and the demand for food delivery took off. Listen in as he talks about scaling his team from 20-70 people in less than a year, the importance of empathy among support personnel and using data to improve support work. In this episode we speak to David Griffith from Wolt - a food delivery platform operating in 23 countries and 180 cities. David is the Head of Customer Support in the Baltic region and he started his job right before the first wave of Covid-19 and the demand for food delivery took off. Listen in as he talks about scaling his team from 20-70 people in less than a year, the importance of empathy among support personnel and using data to improve support work. food delivery, service level agreement, kpi, empathy, support, sla, queue management, customer service no full 2 dbd85acf-3295-4b8d-93f3-570684f50e3c Rauno Rüngas - CEO and co-founder of Qminder Tue, 21 Sep 2021 14:27:17 +0000 Gustav@qminder.com (Rauno Rüngas) https://service-intelligence-podcast.simplecast.com/episodes/rauno-rungas-ceo-and-co-founder-of-qminder-Z_C2v2Q3 Rauno Rüngas - CEO and co-founder of Qminder Rauno Rüngas 00:46:00 Qminder just turned 10 years old! In this anniversary episode, we speak to Rauno Rüngas - the CEO and Co-Founder of Qminder. Tune in to learn about Qminder's origin story, hackathons, customer stories, and improving customer experience worldwide. Qminder just turned 10 years old! In this anniversary episode, we speak to Rauno Rüngas - the CEO and Co-Founder of Qminder. Tune in to learn about Qminder's origin story, hackathons, customer stories, and improving customer experience worldwide. startups, founder, qminder, customer support, queue management, customer service yes full 1