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The Operational Excellence Show

Jun 26, 2020

Helen joined BPA Quality in 2013 after previous roles in teaching and operations.

As EMEA Quality Solutions and CX Manager, she leverages her passion and expertise for all aspects of Quality and Customer Experience. Helen is considered a leading voice in our industry on Quality Evaluation. She has been a guest speaker...

Jun 19, 2020

Marcus - A German National - and I, first got to know about each other when Marcus promoted the DACH Customer Experience Awards. You will hear Marcus talk about them at the end of the podcast. 

But then I learned about his passion - Mystery Shopping - for big international blue chip companies such as DHL or...

Jun 12, 2020

Martin started his contact centre career as an agent on the phones in a small contact centre in London. He has been in this vibrant, fun, diverse, creative and hard working Contact Centre industry now for the last 25 years.

He’s worked his way through a number of roles in the industry - from Team Leader to Contact...

Jun 5, 2020

We all know somebody, that knows somebody who suffered from burnout in our very busy and pressurised industry!

I’m humbled and honoured that my previous line manager and now good friend B J Kennedy - is talking very candidly with us about his mental exhaustion in 2010. He was working 84hrs per week in an extremely...