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The Operational Excellence Show

May 26, 2021

Daniela Semeco, a polyglot born in Venezuela, acquired her language skills during time spent in France, Germany, USA and Venezuela.

Before starting her company, Polyglotte, she worked a few roles: as a medical and legal interpreter for over ten years, tour guide, and customer service agent at a small San Francisco...

May 19, 2021

With Brexit done - all of you serving customers in more than one languages, well more than just English, you know how difficult it has become to recruit the right talent for your French, German, Spanish, Dutch customer service teams.

On top of the language - you also face the fact that the pandemic has accelerated...

May 13, 2021

What if you could deliver High quality Customer Service and High profitability?

In this episode I am taking you back to the Leaders In Service Summit from 12th May 2021! This was the opening keynote!

How can you stand out in customer service and make money / reduce the cost?

1. Harvest your low hanging fruit
You will...

May 5, 2021

In today's episode I will be discussing the topic of Holistic Service Delivery......yes - really.

Something of which I would never have heard myself saying 5 years ago.

What is it though? How it is defined & how does it relate to the contact centre industry. The changes I have witnessed over many years in contact...