Episode 19 – The Clash of the Forces – Contact Center Manager vs Customer Experience Manager with Daniel Ord
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.
For years on end there has been this chicken and egg scenario in the contact center world!
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. And… we will answer the question for you – from our perspective of course!
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!