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The Operational Excellence Show

Oct 30, 2020

For so many of us 2020 will be the most remarkable and memorable year in business - yet maybe for all the wrong reasons….

  • Less customer contacts leading to loss of revenue
  • Overwhelmed contact centres with too many employees falling ill with stress
  • Huge efforts made to enable the workforce to work from home - yet...

Oct 23, 2020

Peter is THE go-to expert for data relating to the BPO industry. He has been at the forefront of contact centre services market advisory for over a decade!

He began his career in London at Datamonitor in 2003 and quickly established himself as one of the foremost experts in the burgeoning Customer Experience (CX)...

Oct 16, 2020

Artificial Intelligence - a buzz word in the contact centre world - and one that can eat up a lot of resources, money and, frankly, often does not produce the desired result.

My guests today are David Naylor from Humanotics and Paul Carter from Customer Management Resources. Two experts in their fields - working...

Oct 9, 2020

My guest and his team just recently won the European Customer Centricity Award 2020 in “Digital Transformation” and “Best Measurement in Customer Experience” - recognizing Signify’s digital transformation of their Customer NPS programme.

Signify’s Head of customer satisfaction Bart Hendrik Huisman says...

Oct 2, 2020

What we thought would pass and was initially called the “new normal” for a period of time…. Is most definitely here to stay.

Contact Centres all over the place have moved their frontline delivery workers into home offices - and it would appear that this will be the trend for the foreseeable future.