Episode 2 – 20 Years of Contact Centers – Has the Industry Really Changed?
In today’s episode we examine how the contact centre industry has changed - or… has it really changed?
When contact centers – or as they were then called, call centers started in ernest, everything was done the old fashioned way. Remember faxes? Or Telephones with a receiver? Or having to raise your hand to go to the toilet?
Episode 36 – OpEx with Marianne Rutz – The 5 Customer Service Secrets that Make your Callcenter Stand Out!
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?
OpEx with Marianne Rutz – Bonus Episode 1 – Black Friday is Coming – Is your Team Ready?
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!