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 44 – OpEx with Marianne Rutz – Your Daily 15 Minute Fix for Success
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.
Episode 43 – OpEx with Marianne Rutz – 7 Reasons Why You Should Treat Your Contact Centre Unit as if it was Your OWN Business!
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.