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The Operational Excellence Show

Aug 28, 2020

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;

  1. Listen to your staff

  2. Do your research

  3. 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!


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