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 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!