What The Operational Excellence Show Podcast is About
Each week on OpEx we feature powerful insights, training and interviews to help you navigate and step up to be the business leader you desire to be!
Do you work in the service delivery industry?
Providing operational excellence to your team, your customers, your colleagues?
Are you passionate about people, do you strive for good processes and want to make a profit as you do so?
This is the podcast you have been waiting for!
Each week we feature powerful insights, training and interviews to help you navigate and step up to be the business leader you desire to be! Our industry is fast paced, cruel at times and it often is tinted with negative experiences or emotions.
It is my mission to change this picture! The Contact Center Industry offers massive potential for professionals from all walks of life, to succeed in a career tailored to their talents.
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!