From Chaos to Clarity: The Critical Role of Process & Communication in Operations, a conversation with Bryce Hayes

Summary

In this episode of The Wireless Sway, host Chris Whitaker engages with Bryce Hayes, a seasoned global operations executive, to discuss the evolving landscape of telecom operations, the challenges faced by TSDs, and the importance of transparency and communication in the industry. Bryce shares insights from his extensive career, highlighting the complexities of onboarding suppliers, managing commission disputes, and the impact of AI on operational efficiency. The conversation emphasizes the need for collaboration between sales, operations, and suppliers to create a seamless experience for advisors and customers alike.


Takeaways

Bryce Hayes has over 30 years of experience in telecom operations.
The trusted advisor model is becoming increasingly important in the industry.
TSDs face challenges with the growing number of suppliers and complexity of services.
Transparency is crucial in resolving commission disputes and operational issues.
Onboarding suppliers requires alignment between sales, operations, and marketing teams.
AI can enhance operational efficiency but should be used to supplement human decision-making.
Effective communication is key to successful relationships between TSDs, suppliers, and advisors.
The best operational practices involve removing friction in processes.
Supplier profiles must align with the needs of the advisor community for success.
Building strong relationships between sales and ops leads to better outcomes.


Sound bites

"It's always evolving to solve the same problems."
"The trusted advisor model just continues to explode."
"Most people are open to it."


Chapters

00:00 Introduction to Bryce Hayes
02:47 Bryce's Journey in Telecom
04:42 The Evolution of Operations
05:39 Challenges in the TSD Ecosystem
09:10 Commission Disputes and Their Impact
13:18 Onboarding Suppliers Effectively
19:14 Value of TSDs to Suppliers
23:21 Improving Processes and Relationships
26:29 Identifying Ideal Supplier Profiles
26:36 Brokered Relationships in the Channel
28:58 The Importance of Transparency and Communication
32:06 Top Challenges for Operations Leaders
40:16 The Role of AI in Operations
46:31 Building Strong Relationships in the Channel

Keywords

TSD, operations, telecom, AI, supplier onboarding, transparency, communication, challenges, commission disputes, advisor community

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