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 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.