Episode 30 – OpEx with Marianne Rutz – Operational Structure for Sustainable Success – with Alicia Butler Pierre
My guest today is a lady I absolutely admire! She founded a boutique operations management firm 15 years ago and to date serves CEO’s of Small Businesses but also C-Suite Executives as a consultant to instil operational excellence in their businesses!
Alicia reviews her clients’ business infrastructure by using her very own Kasennu Framework for Business Infrastructure. Wow – She will tell us a story two!
Alicia is the host of the weekly Business Infrastructure: Curing Back Office Blues podcast. She also authored a two time Amazon bestseller book “Behind the Facade: How to Structure Company Operations for Sustainable Success! Alicia and I only met a couple of months ago – but we hit it off! There are people who’s path you cross – and you simply click with them Alicia is one of these people. Her mantra is simple and applies to everything she does: “Leave it better than you found it.”
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!