Jan 26, 2023

When was the last time you experienced excellent customer service?

In this episode I discuss how customer experience is evolving, changing, the possible reasons behind this & whether or not it is for the better of the customer. 

In my research, I stumbled upon a Forbes article that was released in December 2022,...

Jan 19, 2023

We all have difficult times in service delivery! And guess what, delivering a service is inconvenient!

But what when your vision is clouded, when you feel lost, a fraud, hurt, joyless or simply just had enough? 

In this episode we talk about perspective gained from looking back with a grateful heart. 

I share with you...

Jan 11, 2023

My guest today is the co-founder of Tango! Not the Dance! Or a Dance Studio…. But an amazing tool to map out & write out processes in your organisation!

In our Contact Centre Industry we live and breath processes and process improvements! We love it, I love it! Yet when it comes to documentation of said processes;...

Jan 4, 2023

Happy 2023 listeners!

After the festive holidays & as everyone around the world starts to think of their new years resolutions it got me thinking about & the daily 15 minute fix to success. 

Today I revisit & recap on an earlier episode where I discussed how there should be ONE hack we must all do every single day! If...