You probably have used the chat function offered by a number of businesses such as banks, airlines, hotels, credit card companies…. And most probably you had mixed emotions and experiences with using this tool.
This episode couldn’t come any more timely…. Just recently two major UK banks have announced that their working from home solution is here to stay!
It’s not everyday that I get to sit down with an accomplished author in the Customer Service and Customer Experience Space!
Alex Mead was probably every contact centre manager’s nightmare agent! He would not get off the phones until he was able to help the customer.
My guest today is David Rumble – an out-sourcing expert like no other! But not only that, David is also a consultant, who has built more than one successful consultancy agency in the contact centre space!
Over the past couple of weeks, we heard from Amazing Women, and this week I have some news about the follow-up, plus an exciting new conference I just know you will love!
Today’s Leading Lady is…. Yes you guessed – it’s myself!
Today’s Leading Lady is Tugreofia Smith, lovingly called Tugs, Vice President of A&T Ascension Consulting Inc!
I’m so proud of today’s leading lady, Nathalie Baron, Founder of Uniquepathways! She is a fellow Swiss with a wonderful Coaching Practice for Female Executives. Nathalie brings to the table over 15 years of traveling, working and consulting in the world of business and talent management.
Today’s Leading Lady is Celine Chan, Managing Director of Webhelp Asia (formerly Sellbytel).
Today’s Leading Lady is Paula Kennedy Garica, Vice President of Concentrix, an award winning global outsourcing solutions provider.
Shannon Burch, Director of Western Financial Group and Co-Founder of Brilliantly Forward
The very first guest in this exciting Leading Ladies Series is Amal Hassan. Amal Hassan is a leading Nigerian technopreneur with diverse interests across different technology verticals.
Welcome to a brand new year and the second season of the Operational Excellence Show! I’m delighted that you are here, spending your time with me!
Hello everybody – thank you for spending time with me today. This is Episode 45 of the Operational Excellence Show! Would you believe it! I sometimes have to pinch myself!
Two weeks ago we kicked off the LEAP Team Performance Turnaround Bootcamp with a German Class of Frontline People Managers. Their first training was around what type of manager they are, based on their individual Kolbe A Index and a Leadership Assessment Questionnaire the guys had to fill in.
In today’s episode I’m taking you behind the scenes of Rutz Consulting – and in fact of any operation that I have led in the past! You all know by now, that my contact centre career has taken me to BIG names such as Hertz, PayPal, Sitel, Ralph Lauren, Santander… the list goes on.
When someone clicks on your profile, is it showcasing what you do and who you work with? Are you losing business because your LinkedIn is looking a little sparse?
For so many of us 2020 will be the most remarkable and memorable year in business – yet maybe for all the wrong reasons…. Less customer contacts leading to loss…Read More
Peter is THE go-to expert for data relating to the BPO industry. He has been at the forefront of contact center services market advisory for over a decade!
Artificial Intelligence – a buzz word in the contact centre world – and one that can eat up a lot of resources, money and, frankly, often does not produce the desired result.
My guest and his team just recently won the European Customer Centricity Award 2020 in “Digital Transformation” and “Best Measurement in Customer Experience” – recognizing Signify’s digital transformation of their Customer NPS programme.
What we thought would pass and was initially called the “new normal” for a period of time…. Is most definitely here to stay.
I recently read an article in Forbes by Micah Solomon, a customer service and customer experience consultant. He had interviewed Yael Ron, the General Manager of the Ritz Carlton Hotel in San Francisco! And boy – I loved the points Micah brought across – hence I’m sharing them here with you – looking at it through the lens of a contact centre leader! What does it take for my centre to become the Ritz-Carlton of Contact Centers?
Holistic complaints handling has nothing to do with hugging trees – yet the complaint handling process is changing post-Covid-19.
Every day I see and hear it from front line managers in contact centres and customer service centres – Everyday leaders worry about peak season! Every day I hear team members being stressed out about peak!
I really struggled with this episode…. Firstly – ever since George Floyd’s murder in June 2020 I thought by myself – what have I missed? What is it that I have never really spoken about?
Hands up who has ever thought of starting their own contact centre? Bringing tailor-made solutions to businesses and well and truly caring about clients and employees?
The connection between contact centre operations and a family-run Scottish Whisky Business is certainly not that obvious. However – My guest Karen Somerville shares how she had to change and pivot in her business pretty fast, as the world market place changed with Covid-19.
My guest this week is Andi Lonnen, Founder of the Finance Training Academy, Speaker and Author – all things Finances.
My guest today is a lady I absolutely admire! She founded a boutique operations management firm 15 years ago and to date serves CEO’s of Small Businesses but also C-Suite Executives as a consultant to instil operational excellence in their businesses!
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!