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The Operational Excellence Show

Mar 31, 2021

This episode couldn’t come any more timely…. Just recently two major UK banks have announced that their working from home solution is here to stay! 

But…. Mark Walton boldly says….. Not everyone is cut out for Home Working…. And Home Working is not for everyone.

So - how do you ensure you have got...

Mar 24, 2021

It’s not everyday that I get to sit down with an accomplished author in the Customer Service and Customer Experience Space! 

Mark Hillary is a British/Irish writer and analyst based in São Paulo. He is a former technology director turned communication adviser via his experience writing books and blogs on...

Mar 17, 2021

Alex Mead was probably every contact centre manager's nightmare agent! He would not get off the phones until he was able to help the customer. He would promise a callback and do it - long before the industry realised that this might be a good process to offer.

And Alex clearly knew from the very start of his career - we...

Mar 3, 2021

Over the past couple of weeks, we heard from Amazing Women, who’s bold statements included: 

  • Amal Hassan: You have the Power within you! All you need is to activate that power

  • Celine Chan: Keep the faith - always do the right thing! 

  • Natallie Baron: In a world of constant change and uncertainty, where we...