Sep 25, 2020
I recently read an article in Forbes by Micah Solomon, a customer service and customer experience consultant. He had interviewed Yael Ron, the General Manager of the Ritz Carlton Hotel in San Francisco! And boy - I loved the points Micah brought across - hence I’m sharing them here with you - looking at it through...
Episode 35 - OpEx with Marianne Rutz - How to Show Empathy in Complaint Handling with Sarah Lawrence
Sep 18, 2020
Holistic complaints handling has nothing to do with hugging trees - yet the complaint handling process is changing post-Covid-19. My guest Sarah Lawrence worked for the financial services ombudsman for over 16 years - and therefore couldn’t be better positioned to talk us through what 'good' looks like...
Sep 15, 2020
Every day I see and hear it from front line managers in contact centres and customer service centres - Everyday leaders worry about peak season! Every day I hear team members being stressed out about peak!
Their concerns and worries are very real. Stress levels are going up! High level of abandoned calls, growing...
Sep 11, 2020
I really struggled with this episode…. Firstly - ever since George Floyd’s murder in June 2020 I thought by myself - what have I missed? What is it that I have never really spoken about? Have I no understanding or awareness of racial differences, sexual orientation, religion, gender or age in our industry or...
Sep 4, 2020
Hands up who has ever thought of starting their own contact centre? Bringing tailor-made solutions to businesses and well and truly caring about clients and employees?
We all know how much hard work goes into starting a business. It’s no different in the contact centre world. With his entrepreneurial spirit and...