Mattins and Evensong according to the English Prayerbook Tradition. (I do not claim any rights or ownership over any of the music, text, art, or voice performance)
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Listen along as Todd and Yost ramble through random topics that cover everything in their daily lives as well as everything going on in the world.
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Exploring contact center technology that drives agent productivity and provides exceptional customer service — delivering the right answers, to the right people, at the right time.
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A conversation with interesting people
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Identity Crisis is a show discussing extended metaphors between two cultural icons, and is hosted by Jimmy Jimes and Will Mattson.
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A zany, scripted, dark comedy that explores the bystander effect - a social psychological theory that states individuals are less likely to offer help to a victim when in the presence of other people. Every season - new story, new Bystanders. Created by: Ash Lendzion and Jaclyn Hales Executive Produced by: Black Label Media, Heather Morris, Ash Lendzion, Jaclyn Hales, Nick Blair Wilfong, and Marilee Stafford Directed by: Jaclyn Hales and Ash Lendzion Written by: Jaclyn Hales, Ash Lendzion, N ...
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Join host Pete Wright on Connected Knowledge as he sits down with knowledge management gurus Rosemary Kirk and Alex Baker from Upland Software for a lively chat about unlocking the power of shared knowledge. They share telltale signs that your organization might be craving a knowledge management makeover – think long wait times, frustrated customer…
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This week, Pete Wright sits down with Simon Kriss, Asia Pacific's leading voice on the adoption and application of AI in customer experience. As AI technology continues to outpace human use cases, businesses are grappling with how to effectively implement AI solutions. Simon highlights the importance of educating employees about AI and getting buy-…
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In this episode I talk with Michael Mato after the Lansdowne Slalom Race. This was going to be a totally different type of episode but the new interface sucks… but will return to b-more for a whole focused series about Maryland Skate Culture.
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In the latest episode of Connected Knowledge from Upland Software, host Pete Wright delves into the world of generative AI and its far-reaching impact on the way we work with Upland product marketing manager Skailar Hage. The two discuss the current state of AI adoption and the cultural shifts necessary to adapt to this uncertain new world. Skailar…
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The Gnarly Munchies Episode #94: David “Big Wave” Mattson
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Back from hiatus with Big Wave Dave Mattson. Done with love.
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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…
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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…
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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…
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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…
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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 …
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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…
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In this episode I talk with Ian Clarke of NYC Skateboard Coalition. Instagram: @nyc_skateboard_coalition
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Keeping Your Knowledge Compliant with Ever-Changing Systems and Regulations with Rosemary Kirk
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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…
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The Gnarly Munchies Episode #92: Mark Harris; Good Neighbor Group Ride 3 Event Host
1:57:33
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In this episode I talk with Mark Harris about the Good Neighbor Group Ride 3 Event taking place on December 9, 2023.*updated*Good Neighbor Trail Map:https://www.strava.com/routes/3155715503449943174Sponsors:Dadskates.comNeena Beena (Beena Business)Braap Stik www.BraapStik.comOrangatang WheelsSeismic Skate www.SeismicSkate.comCheezeballs Precision S…
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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 …
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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…
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The Gnarly Munchies Episode #91: After the Broadway Bomb
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In this episode I travel to the Broadway Bomb after party. Correction I mention fat kids as the park I was practicing at it’s in fact owls head skate park.
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How to Maximize Knowledge Management for Agent Effort and Productivity Gain with Samantha Middlebrook
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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…
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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. …
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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…
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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…
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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…
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(Choppy quality) in this episode I take Dana on a tour of Brooklyn.
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As the bystanders last moments dwindle, they are cornered into confronting the chilling truth of the Beachview Lake assault. The secrets of that fateful day emerge into the light, leaving them no choice but to reckon with their past. However, in a distant corner of the city, Z stumbles upon a glimmer of hope, a flickering beacon that may finally of…
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HEADPHONES RECOMMENDED In a nostalgic trip to the 1990s, Todd Cuisinart unveils the touching tale of his fateful encounter with Billy Bobaggins, his closest confidant, and the hidden truths of that ill-fated day at Twitchercon 1990. Meanwhile, in the shadowed alleyways, Z battles against the relentless darkness, desperately seeking aid until an une…
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HEADPHONES RECOMMENDED As Officer Mann and the enigmatic Z stealthily navigate the shadows, hope flickers in their pursuit of justice. But in this unforgiving landscape, hope is a treacherous illusion. With their lives hanging in the balance, the desperate bystanders must act swiftly, yet the line between salvation and peril blurs dangerously. As a…
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HEADPHONES RECOMMENDED In the shadowed corners of the warehouse, a mysterious figure emerges- an additional bystander who witnessed the harrowing attack. Doubt creeps in like cigarette smoke as the group questions how he eluded the clutches of their captor. As desperation gnaws at their resolve, a daring scheme is unveiled that teeters on the razor…
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HEADPHONES RECOMMENDED In the dark underbelly of their captivity, the unsuspecting bystanders are thrust into a sinister game orchestrated by their captor: maneuvering through treacherous 90s board games designed to reveal their deepest, darkest secrets all while teaching them what it means to be a friend. While the shadows grow thicker, a former c…
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HEADPHONES RECOMMENDED In the midst of a serene paddle boat tour, Billy finds himself thrust into a world of darkness when he becomes the victim of a vicious attack while his fellow tourists stand idly by. Billy's fate hangs in the balance as the apathetic bystanders continue their carefree lives…but in the shadows, a reckoning awaits. Prepare for …
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In this episode I talk with Michael Mato with various community members about Owls Head Skate Park.
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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…
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The Gnarly Munchies Episode #88: Oakland, NJ DIY skatepark fundraiser comp.
2:13:56
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In this episode I talk with various young adult and teenage skaters about the skatepark they are building and more.
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Solo Rant: The Future of This Show! Coming in Hot.
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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…
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June 1, 2023
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The Gnarly Munchies Episode #86: Broad Street Bomb 2023
4:15:27
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In this episode we journey to the lands of Philadelphia for the Board Street Bomb longboard race.
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The Gnarly Munchies Episode #85: Live at Flow Crew’s Spring Open
3:22:21
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Live at Flow Crew’s Spring Open longboard dance/freestyle competition.
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The Gnarly Munchies Episode #84: Mark Harris
1:39:35
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I didn’t know there was Mountains in Florida!
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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…
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The Gnarly Munchies Episode #83: Henry Johnson
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In this episode I talk with Henry Johnson about life, skateboard, and more.
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The Gnarly Munchies Episode 82: Kurtis Derow
1:30:29
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In this episode Kurtis Derow joins me just to chat skateboarding, culture, and more.
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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…
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The Gnarly Munchies Episode #81: Jeff Gaites/Uncle Funky’s Skate Shop
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In this episode of the Gnarly Munchies I talk to the owner of Uncle Funky’s Skate Shop Jeff Gaites
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This is an update episode of The Gnarly Munchies. I discuss my opinions on the community/industry and give an update on future status of the show.
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The Gnarly Munchies Broadway Bomb idek what the fuck this is! Special
2:54:10
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Random audio and conversation from broadway bomb. Someone said more structure I say more skateboarding!!
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The Gnarly Munchies Episode #78: Tristan Respress
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In this episode I talk with professional skater, content creator and entrepreneur Tristan Respress.
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The Gnarly Munchies Episode #77: Kurtis Derow
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I’m this episode I talk with Kurtis Derow about todays longboard media, the need for diversity in longboarding industry.
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The Gnarly Munchies Episode #76: Social Push NYC
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In this episode I go on an adventure and take part in the Social Push experience. @Socialpush.nyc
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In this episode I talk to local nyc skater Xavier.
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The Gnarly Munchies Episode # 74: Heidi Lemmon
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In this episode I talk with Brand Manager at Saltrags LLC., Executive Director at Skate Park Association International, Former Team Manager at Termite Skateboards. OGjamseries.com, skateparkassociation.org, saltrags.com; Heidi Lemmon
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