Got AI on the brain? You’d be forgiven if that answer is yes. Peek around just about any corner of the organization, and you’ll likely find a team exploring how AI can help in one fashion or another. But where do you draw the line, especially in your contact center? Our own Stephen Harley joins Pete Wright to help us define what that line might loo…

When it comes to contact centers, the stereotypical image most people have in mind are large offices with a lot of agents on the phone and a computer in front of them furiously trying to find the right answer to a customer’s problem. As we continue to see changes in the way people work, more organizations have shifted from on-premises to cloud-base…

Each year, Destination CRM magazine holds its Customer Experience Trends to Watch webinar. In fact, it’s the number one most popular roundtable topic they have each year. It’s where CX solution providers are invited to share what they believe are the 2024 trends to watch. This week, we’re talking all about trends of 2024 with our own Samantha Middl…

This week, we’re talking about change. Big change, small change, and all change in between. But here’s the thing... employees report the lowest willingness to accept enterprise change in years. What’s behind that so-called transformation deficit? Harvard Business Review says employees experienced an average of ten planned enterprise changes in 2022…

How do you know your knowledge management system is getting a bit long in the tooth? Are your people complaining about too many emails covering the same things? Are they struggling to keep their knowledge current as the organization changes around them? This week on the show, one of our own leaders is back to help us out. Keith Berg is senior vice …

In this episode of Connected Knowledge, we explore how knowledge management can transform the employee experience and unlock greater engagement. Pete Wright is joined by CX experts Luke Jamison and Nate Brown, and together, they dive into the power of the employee journey map and why knowledge management should be at the heart. “Knowledge is the li…

In this episode of Connected Knowledge, Pete talks with Rosemary Kirk, Senior Solutions Consultant at Upland Software, about how healthcare organizations can leverage knowledge management to improve compliance, training, and overall operations. With constantly shifting regulations and patient expectations, healthcare providers need agile systems to…

This week, Pete Wright sits down with Stin Mattu, Product Marketing Manager for Contact Center Productivity Solutions at Upland Software. The duo delve into the transformative influence of artificial intelligence (AI) in the realm of knowledge management, particularly in the ranks of the 27th annual KMWorld Live. Stin delves into the role of AI as …

Pete Wright invites Shelly Lindstrom, Principal Customer Success Manager at Upland Software, to share key takeaways from the recent Customer Contact West conference. They explore the latest trends impacting contact centers today. Shelly provides an insider's perspective on the event, the shift away from trade show floors, and the meaningful convers…

The last time our guest was on the show, she led us through the lessons she’s learned from a career working with contact center leaders. This week, she’s back to turn the tables: what’s it like working as an agent today? What are the resources they count on to be responsive and effective? And how are call center leaders best able to maximize knowle…

There are many moving parts in a healthcare facility. This requires healthcare professionals to provide great experience to satisfy any customer service needs. When your customer is the very same person who is in your facility with their health — and lives — in your hands, you face a heightened pressure to make sure customer satisfaction is great. …

What happens when you wire an organization to value knowledge, specifically, as a key asset. What happens to processes and systems when they are focused on creating, capturing, sharing, and reusing institutional knowledge in the work of the contact center? If you can get those things right, you might just be leading a Knowledge Centered Call Center…

In this constantly evolving digital landscape, telcos face the perpetual challenge of upgrading technology while simultaneously maintaining a superlative customer experience. Today’s customers expect nothing short of excellence, and meeting these expectations is crucial for both customer acquisition and retention. This week, we’re going to hear fro…

This week on the show Pete Wright sits down with Keith Berg, senior vice president and general manager of contact center productivity solutions. They’re digging into the potentially decisive role of generative AI in knowledge management, and Keith helps us navigate the challenges organizations face that are ideally suited for AI support. Creating a…

When you think about connected knowledge, what does that mean to you? Over here, we have a pretty specific definition, and our guest today lives right in the middle of it. Stin Mattu is a Product Marketing Manager here at Upland Software. He’s worked in knowledge management and customer service roles for more than 20 years, so he knows a thing or t…

This week on the show, we’re talking about BPOs, Business Process Outsourcers, and the role they serve in customer support organizations. Now, once you pull back the curtain on using BPOs for customer support, you wouldn’t be blamed for conjuring stories of customer service frustration, long wait times, mysterious call routing, the works. This week…

If you’re a contact center leader, this week we’re talking all about you. What’s going on in your business? How are you handling staffing in a strong employee market? How are you navigating modern metrics post-pandemic? Samantha Middlebrook, Senior Director of Product Marketing and Product Management for the Contact Center Productivity Business Uni…

Denis Francoeur talks about the evolution of the call center, how expectations have changed for operators and customers alike, and how the personalized contact center can change the game for customer experience and satisfaction. Submit your Questions to Connected Knowledge (00:00) - Welcome to Connected Knowledge (00:18) - Call Center Time Travel w…

After watching two movies that both featured a boy and a girl trapped in a time loop, we thought it'd be fun to compare the two and see which one had the better story, themes, and plot devices! But first we've got a little bit more to say about WandaVision and Community! Plus, Jonason has a cool story to tell about an upcoming movie that he got a v…

We take a look at some of the recent additions to DisneyPlus and see what was good and what was, err... not quite good. Then we finish things off with Jesse's thoughts on Cobra Kai!SHOW NOTESDisney Investor Day 2020 Full Conference (Disney+ Announcements, Star Wars, Pixar, etc.) - YouTubehttps://youtu.be/CRdYiquh8BgPixar Popcorn (Disney+ Series) - …

As 2020 comes to a close we quickly look back at this year in film, then we share our reactions to the announcement of Pixar's upcoming movie Lightyear, as well as our thoughts on their latest release, Soul!SHOW NOTES:Soul (2020 film) - IMDbhttps://m.imdb.com/title/tt2948372/Soul Trailer! - YouTubehttps://youtu.be/xOsLIiBStEsLightyear (2022 film) -…

We've done two film festivals since our last podcast, and we're excited to tell you how well we did, what we learned, and we ask the question "Why should you enter a film festival?". Then we share our thoughts on Hunt for the Wilderpeople, and the hit show Community that we recently began watching for the first time! To finish it all off, Jonason s…

Jesse gives us an in depth, behind the scenes look at his ambitious endeavor of animating a full episode of one of his childhood tape recorder shows!SHOW NOTES:The Louie Show | A Comedy I Made Up As A Kid - YouTube!https://youtu.be/omYYCFRg-V0Smart Games 2 Box Art! - Google Imageshttps://images.app.goo.gl/VgMF8rA9kt7Ywhvh9JP and Beyond - Patreon (J…

Ted Sowards joins us again to talk about all things Phineas and Ferb! Including Ted's epic story of meeting Dan Povenmire and getting him to appear in one of Ted's live action remakes on YouTube! We finish off by talking about our latest short film, Shoulder Pains!SHOWNOTES (Provided by the one and only ColeInOne)Check out Ted's YouTube channel!htt…

For once we actually watched a lot of the same stuff, and can both talk about the same thing! We give our thoughts on some new shows and movies we both checked out recently!Muppets Now (Disney+ Original Series 2020-) - IMDbhttps://m.imdb.com/title/tt10857210/Muppets Now Trailer! - YouTubehttps://youtu.be/x6647smCPHQMuppets Now Review (Nostalgia Cri…

Today we chat with the makers of Toy Story 3 In Real Life, the shot-for-shot remake of Toy Story 3 done in stop motion! An ambitious endeavor that truly resonates with us! We find out all the details of what led to the making of the movie, how things went during shooting, and what the McGrew brothers have their eyes set on for the future!SHOW NOTES…

Our friend David Camarena, of the YouTube channel TodayIGrewUP shares with us his journey of becoming successful on YouTube, and gives us all sorts of advice on how to pursue your career and make your creative vision a reality!TodayIGrewUP's YouTube channel!https://www.youtube.com/user/todayigrewupTodayIGrewUP's latest video! "Toy Story 3 10 Year A…

We get an in depth look at the world of storyboarding with Kai Akira, who's worked on shows like Guardians of the Galaxy, Avengers Assemble, Legends of the Three Caballeros, and recently her first feature film SCOOB!.Kai's Twitter:https://twitter.com/AkiraTeku?s=09Kai's Instagram:https://instagram.com/akirateku?igshid=s0qwt8cjndovKai's Portfolio (v…

We meet the winner of our 2020 video contest, Pinata Time, who made an awesome cartoon called Space Station Arbitrary! He takes us through his brainstorming process and all sorts of fun details!"Cole Notes""Space Station Arbitrary" by PinataTime! - YouTubehttps://youtu.be/fsWLHGnEkjEPinata Time's YouTube Channel!https://www.youtube.com/channel/UCPV…

Josh is back again with us to talk about our latest short film "The Way the Crooks Crumble", that we made for a 72 hour film contest! We also chat about the state of the world and how it's affecting the cinema currently.Links:The Way the Crooks Crumble [SHORT] - YouTubehttps://youtu.be/h1eHRMUVCF0The Ways "The Way the Crooks Crumble" Crumbled [BLOO…

Another Pixar movie means another one of our live YouTube/Podcast episodes! We give our thoughts on the new movie Onward. Is it another Pixar great? VIDEO Verison of this Review! - YouTubehttps://youtu.be/Hr1lg838FScOnward (2020 Film) - IMDbhttps://m.imdb.com/title/tt7146812/The Pixar Theory Website and Guidehttp://www.pixartheory.com/1917 (2019 Fi…

Our friends Josh Deener and Sara Decker join us to talk about the making of our multi award-winning short film, Office Hours and hours and hours!SHOWNOTES: (We couldn't find Sara's old commercials. Sorry)YO Pilot Episode (A Live Action Pixar Fan Film) - YouTubehttps://youtu.be/Q8GQpg-dp6AOffice Hours and hours and hours [SHORT] - YouTubehttps://you…

After years of waiting, the world was finally blessed with the real life remake of Toy Story 3 by Mason and Morgan McGrew! Of course we watched it the day it came out, and of course we're gonna talk about it! Stay tuned in for the second half where we discuss the making of our newest sketch, Flipping Out!Toy Story 3 IRL - YouTubehttps://youtu.be/Yf…

Josh Deener is in the studio with us today to chat about the making of our short film, Moving Day, as well as other puppet-related things!Moving Day [SKETCH] - YouTubehttps://youtu.be/XCp-VtjeK70Moving Day Bloopers - YouTubehttps://youtu.be/5YCHWCJCH24The Making of the Muppet Show (1982) - YouTubehttps://youtu.be/eaBmbh3aWk0The Muppets Show (TV Ser…

We start the new year by finishing off the list of what we watched last year. Including big titles like Star Wars: The Rise of Skywalker, El Camino, The Irishman, and A Beautiful Day in the Neighborhood. Then we share our thoughts on some of the things we've been watching on Disney+SHOW NOTES!Little Monsters (2019 film) - IMDbhttps://m.imdb.com/tit…

We list all the movies we've seen since our last episode and share our thoughts on them! Thanks for Cole and show notes and this is an English sentence:Once Upon a Time in Hollywood (2019 Film) - IMDbhttps://m.imdb.com/title/tt7131622/Once Upon a Time in Hollywood TRAILER - YouTubehttps://youtu.be/ELeMaP8EPAAQuentin Tarantino (Sorry Jonason) - IMDb…

As is now tradition, we talk about the latest short film we've made after it airs on YouTube, and we dive into the details and behind-the-scenes of said film! Then we squeeze in a little review of season 3 of Stranger Things!SHOW NOTES: (Thanks @ColeinOne)A Little Birdie Stole Me [SHORT] - YouTubehttps://youtu.be/xnMRyrNM7M0A Little BLOOPERS Stole …

You didn't really think we were done talking about Toy Story 4, now did ya? We focus on the ending of the movie and see how our feelings about it differ from the vast majority. Then we give our thoughts on the movie Yesterday and Spider-Man: Far From HomeSHOW NOTES:Toy Story 4 (2019 film) - IMDbhttps://www.imdb.com/title/tt1979376/"On ‘Toy Story 4,…

It's time to find out what we, the world's biggest Toy Story fans, think of the 4th installment of the greatest film series of all time! Does it hold up to the greatness of the first three movies? Or did it let us down tremendously? Listen and find out!Toy Story 4 - IMDbhttps://www.imdb.com/title/tt1979376/Our TOY STORY 4 Review (No Spoilers) - You…

We take a look at everything that's coming to Disney+ as well as the list of all the movies Disney has announced for the next few years! We also squeeze in a brief review of Avengers: Endgame, and see how it stacks up to Infinity War.SHOW NOTES: (Thanks @coleinone)Disney+ Lineup: All the Shows and Movies Confirmed for Streaming Service Article - Va…

We sit down with Daniel and Katie Hart, the creators behind Xavious Pictures and the web series "The Hart Siblings", and go behind the scenes with them to see all that goes in to making their films! You'll find that we share a lot of similarities with the brother and sister duo... from our styles of comedy sketches, to our internet endeavors! And w…

Ένα ελληνόφωνο podcast φτιαγμένο από δύο φοιτήτριες, όπου θα διηγούνται τις εμπειρίες της φοιτητικής τους ζωής, συζητούν θέματα που αφορούν τη σημερινή κοινωνία. Και φυσικά δε θα παραλείπουν να πειράζουν η μία την άλλη. A podcast in Greek by two university students, narrating their experiences through college life, discussing about matters that con…

Special guest, Ted Sowards (creator of the live action remake of "After Today" from A Goofy Movie) joins us in the studio today as we talk about our shared experience of recreating an animated movie in live action, as well as look at some of the many live action remakes that are flooding the theaters these days! SHOW NOTES by COLE!tedsowards.comTed…

We dish out all the gory details of our latest short film and see what we learned from the making of it, and how well it holds up! Then we smoothly transition into some good old time travel talk with Doctor Who!Thanks to @ColeInOne for the show notes. :)Sales From The Crypt [SHORT] - YouTubehttps://www.youtube.com/watch?v=mK6NeSzGw-Y"Sales from the…

The whole world is dying to know what we think of the Toy Story 4 trailer! Maybe. I dunno. But we hope you enjoy hearing us offer our two cents anyway! We follow it up by giving our opinions on Mary Poppins Returns, Captain Marvel, and The Lego Movie 2!SHOW NOTES provided by @ColeinOne_Toy Story 4 (2019 Film) | Official Trailer - YouTubehttps://www…

Ένα ελληνόφωνο podcast φτιαγμένο από δύο φοιτήτριες, όπου θα διηγούνται τις εμπειρίες της φοιτητικής τους ζωής, συζητούν θέματα που αφορούν τη σημερινή κοινωνία. Και φυσικά δε θα παραλείπουν να πειράζουν η μία την άλλη. A podcast in Greek by two university students, narrating their experiences through college life, discussing about matters that con…

Ένα ελληνόφωνο podcast φτιαγμένο από δύο φοιτήτριες, όπου θα διηγούνται τις εμπειρίες της φοιτητικής τους ζωής, συζητούν θέματα που αφορούν τη σημερινή κοινωνία. Και φυσικά δε θα παραλείπουν να πειράζουν η μία την άλλη. A podcast in Greek by two university students, narrating their experiences through college life, discussing about matters that con…

Ένα ελληνόφωνο podcast φτιαγμένο από δύο φοιτήτριες, όπου θα διηγούνται τις εμπειρίες της φοιτητικής τους ζωής, συζητούν θέματα που αφορούν τη σημερινή κοινωνία. Και φυσικά δε θα παραλείπουν να πειράζουν η μία την άλλη. A podcast in Greek by two university students, narrating their experiences through college life, discussing about matters that con…

Ένα ελληνόφωνο podcast φτιαγμένο από δύο φοιτήτριες, όπου θα διηγούνται τις εμπειρίες της φοιτητικής τους ζωής, συζητούν θέματα που αφορούν τη σημερινή κοινωνία. Και φυσικά δε θα παραλείπουν να πειράζουν η μία την άλλη. A podcast in Greek by two university students, narrating their experiences through college life, discussing about matters that con…

It's been a while since our last episode, so we start this one off with a little catching up! Including the latest update on Live Action Toy Story! Then we talk about the new Wreck-it Ralph and Spider-man movies, and see how they hold up!SHOW NOTES by our ever-faithful "Cole-in-one" :PMy Experience with Sports - Jaiden Animations - (Wouldn't exist …