Episode 32 – OpEx with Marianne Rutz – Operational Excellence Through the Lens of a Scottish Whisky Business – with Karen Somerville
The connection between contact centre operations and a family-run Scottish Whisky Business is certainly not that obvious. However - My guest Karen Somerville shares how she had to change and pivot in her business pretty fast, as the world market place changed with Covid-19.
She explains candidly how difficult it was at times, but she also shares her 3 key points in crisis management which she always ensures are followed through;
Listen to your staff
Do your research
Don’t get disheartened by feedback (especially negative feedback)
If you treat your own operation as if it was your “family business” you will quickly realise that many of the conversations and processes are so much easier to explain and to follow through!
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.