Last week’s podcast was all about the Ops Manual – so that your operations run like clockwork – even when you are not there. Or – so that in a crisis – as COVID 19 – you have it all in one place and won’t have to frantically search for documents or processes!
In this week’s episode we have a complete rundown of setting up your own Ops Manual, with a free PDF download to help you on the way!
My guest today, Teresa Robertson picks up on the topic of the Employee Survey – and how you can put your data to work for you!
Garry shares how to improve your sales centers performance using ethical, sales through service tactics and gives you his 4 best tips to make it in our busy industry!
Today’s episode provides you with an insight into how I use the Framework when on a fact finding mission to drive operational excellence in contact centres around the world.
Today we talk about Employee Engagement and Employee Surveys with with Dave D’Arcy, Senior Director International Care and Tech Support with Vonage.
As EMEA Quality Solutions and CX Manager, Helen is considered a leading voice in our industry on Quality Evaluation.
We talk with Marcus von Kloeden, Managing Director of OmniTouch International about Mystery Shopping.
Martin is an expert in all things Contact Center. He hosts the UK’s first podcast about Contact Centres called ‘Get Out of Wrap’. #GOOW!
We all know somebody who suffered from burnout. Listen to this very powerful episode – I’m sure you can take so much away, both for yourself and for your staff.
The question is – what comes first – Operational Management or Customer Experience? In this episode Dan Ord and I explore the differences in the two roles but also look at what they have got in common.
Sandra Green is a certified executive coach, speaker and author. She helps leaders recognise their brilliance and break through their limiting beliefs.
As contact centres have moved their workforce into home offices, it is your responsibility to ensure that you communicate with your teams!
In today’s episode I am talking to a LinkedIn expert! LinkedIn has quickly risen to the platform of choice for so many professionals and entrepreneurs!
We are seeing the recruitment industry change at the speed of light. The current Covid-19 crisis forces businesses to look at Working from Home solutions on all levels.
Here I discuss the hot potato in the contact center industry – well any industry for that matter – Customer Experience – what do we measure and how do we measure it. With THE authority in the field, Morris Pentel.
Over the last week or so – friend, colleagues, acquaintances – simply – just people – have been asking me, “How do you deal with this lock-down”? You seem so content – not worried at all?
Bart-Hendrik Huisman, Head of Customer Satisfaction with Signify and I, discuss what it takes to set up a global operation, starting in Kuala Lumpur ending in Puerto Rico.
Today I talk with business executive and team leadership coach, Gregor Findlay the owner of Courageous Development!
Maybe you want to change career completely? Now is the time to do the research and find out! Maybe speak to a career coach?
Highly Sensitive and High Sensory Intelligence are relatively new fields and there is still a lot to discover. Lets roll – here is my chat with Willow McIntosh!
Here I discuss how to get the absolute best from your staff, to the benefit of your business and for themselves!
In this episode Joy Bains shares a wealth of tips, ideas and insights covering all aspects of project management.
Learn how to set yourself up for a successful day in the office and improve your team’s performance!
I recently looked into the importance of the customer journey, measuring customer experience or customer effort! Interestingly – very few articles acknowledged that operational excellence plays a big part in this! Find out why.
Today we dive into the options you have got to make your employee feel supported and valued, despite their illness.
Are you of working age and going through a cancer trauma? And you are wondering how to communicate with your manager, your peers?
You are not alone!
In today’s episode we examine how the contact centre industry has changed – or… has it really changed?
In today’s episode I share with you how I started out and eventually created my own business in the contact center industry!
Each week on OpEx we feature powerful insights, training and interviews to help you navigate and step up to be the business leader you desire to be!