Episode 14 – Customer Experience – Wisdom from an Authority in the Field – with Morris Pentel
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.
In this episode I’m discussing 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.
My guest is an absolute authority in this field – Morris Pentel Morris is the Chairman of the Customer Experience Foundation, he is also a consultant in Business Transformation, all things Omnichannel and of course customer experience. Morris calls himself the Chief Student at London School of Customer Experience. He is simply THE authority in the field.
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.