The Operational Excellence Show: Recent Episodes
Leading Business Consultant Marianne Rutz
Join Marianne Rutz and world-renowned leaders in the contact centre industry for the Operational Excellence Show. Dig deep into the industries hot topics and gain valuable advice, insights and wisdom.
In this special episode of The Leaders' Lounge, Marianne Rutz sits down with none other than Kevin Wilkinson - Founder of Ethical Maintenance and her husband! Together, they share an in-depth conversation about Kevin’s inspiring journey from a successful corporate career to building a Community Interest Company (CIC) that’s revolutionising property factoring in Scotland.
Kevin opens up about his decision to leave a well-established career and embrace entrepreneurship in a notoriously unloved industry. He shares insights into why property factoring in Scotland has been so problematic, and how Ethical Maintenance has risen to the challenge by putting homeowners first and creating a community-focused service model.
In this episode, Kevin and Marianne discuss:
- The history behind Ethical Maintenance and how it empowers homeowners to take control of their communal areas.
- Kevin’s role as an advisor to the Scottish Government during the creation of the Property Factors Act 2011 and his input in shaping the industry’s code of conduct.
- The challenges of serving an entire community versus individual homeowners, and how clear communication and transparency are key.
- The unique approach of Ethical Maintenance as a Community Interest Company and why that sets them apart from traditional property managers.
This episode offers a behind-the-scenes look at how Ethical Maintenance continues to disrupt the property factoring industry while staying true to its ethos of transparency, empowerment, and community engagement.
Resources Mentioned:
- Ethical Maintenance: ethicalmaintenance.org
- Connect with Kevin Wilkinson and Marianne Rutz on LinkedIn
Subscribe to The Leaders' Lounge for more insights on operational excellence, leadership, and creating lasting impact in your industry.
In this very special episode of the Leaders’ Lounge, I’m taking you on a personal journey—a story of resilience, transformation, and leadership. I often get asked, “How did you move from the corporate world to leading a property maintenance company?” Today, I’m opening up about that journey, reflecting on pivotal moments that shaped my path.
💡 Highlights from this episode:
- Cancerversary reflections: How a cancer diagnosis changed my life’s direction three days before my wedding.
- Phases of transformation: From “Who am I now?” to exceeding expectations and embracing new opportunities.
- Customer experience as my superpower: How my love for CX and leadership shaped my role at Ethical Maintenance.
- Empowering communities: How I’ve applied the lessons I’ve learned to elevate property maintenance and create better living environments for homeowners.
This episode is for anyone facing life’s curveballs while trying to lead with purpose. It’s about finding your path, empowering yourself, and empowering those around you.
In this episode, I’m joined by digital marketing guru and LinkedIn strategist Mike Roberts, the mastermind behind Making Digital Real. Mike’s also the talented producer and editor of OUR podcast! 🎙️
We dive deep into the evolving digital landscape, LinkedIn strategies, and the importance of staying human in an increasingly digital world.
Mike shares how he’s turned LinkedIn into a powerful platform for meaningful connections and real business growth—no spammy bots or fake news here! 💡
Tune in to hear:
- How Mike found his niche in LinkedIn strategy.
- Why staying real and human on digital platforms is key.
- The game-changing power of newsletters on LinkedIn.
- How to build authentic, lasting connections without the sales pitch.
- REHUMANISATION
This episode is packed with tips on making digital marketing real and effective, whether you’re a CEO or just getting started on LinkedIn.
Plus, we share some behind-the-scenes insight into how Mike helps me run my own podcast and content strategy.
In this final instalment of the CEO Playbook series, I explore the final set of powerful lessons that shaped my journey as CEO of Ethical Maintenance. In this episode, I discuss the importance of embracing unexpected changes, finding peace at your own pace, and understanding that professional growth often means leaving behind those who don't align with your vision.
Learn how to handle project delays with grace, tackle customer service challenges, and stay true to your strengths, even when faced with obstacles or distractions. Whether it’s managing the complexities of outsourcing or building raving fans for your brand, these tips will help guide you through the ups and downs of leadership.
Tune in to explore how embracing your unique lane can lead to profound success and fulfillment in your career. This episode is all about staying the course and making the most out of your journey.
Perseverance, Pivots, and Personal Growth - The CEO Playbook (Part 2)
In this second part of the CEO Playbook series, I dive deeper into the realities of leadership. From understanding that pivoting is perfectly okay, to managing self-doubt, and even resisting the temptation to quit, I share candid lessons from my first year as CEO of Ethical Maintenance. This episode covers key insights, such as embracing new skills, dealing with confusion, and the ultimate reward of perseverance.
I also talk about the power of forming new partnerships and expanding your professional network. It’s not always easy, but these connections can be the key to overcoming challenges and finding success in unexpected places.
Tune in to discover actionable tips that will help you push through difficult moments and come out stronger on the other side. This episode is all about growth, resilience, and embracing the surprises that come your way.
In this episode of the Leaders Lounge, I dive into the first part of my CEO playbook - a series of practical tips and insights that I’ve gathered from my first year leading Ethical Maintenance.
As someone who’s passionate about customer experience, stepping into the property maintenance management world was a significant shift.
I share my journey, the challenges I faced, and the strategies that helped me succeed, from fostering a fun and creative work environment to mastering the complexities of a new industry.
This episode is packed with actionable advice to help you thrive in your leadership role.
This is Part 1 of a 3-part series, so be sure to stay tuned for the upcoming episodes where I’ll continue to unpack my CEO playbook.
As I record this episode on 22 May 2023 - Dave D’Arcy who is well known in the employee engagement & leadership world is launching his own business.
We discuss the aspects of leadership beyond Net Promoter Scores, Trust Pilot or Google reviews!
With his experience in the Corporate World, Dave is bringing Leadership Skills and Fun at work, putting your employees first, together!
Links:
LinkedIn: https://www.linkedin.com/in/davemdarcy/
Web: https://www.davedarcy.co.uk/
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Monday, 24th April marked the 5th anniversary of Rutz Consulting limited! Yeah - We made it to 5 years in business! We registered our limited company 5 years ago!
In this episode we look at some of the reasons why 20% of businesses fail in their first year and 60% of businesses go bust in the first 3 years of trading!
What are the pitfalls to avoid & how we managed to deal with some of the difficult scenarios of the past 5 years.
Enjoy!
Links:
https://fundsquire.co.uk/startup-statistics/
https://www.nerdwallet.com/uk/business/start-up-failure-statistics/
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Today's podcast is of a rather personal nature! This is for two reasons:
- You might be a new listener to the operational excellence show and wondering who I am, where I came from and what we do at Rutz consulting
- Over the past 6/7 months I have been doing some deep work for myself and for the business - today I’m sharing this with you.
Join me as I deep dive in to the difficulties many consultants face with their own identity, that of their business' & the importance of discovering your individual unique qualities & what it means to your personal, career & overall success
.
Links:
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
In today's bonus episode of the foundation series "Customer Service Delivery Made Easy" I’m talking you through how you can become a better leader in 9 simple steps!
Resources:
We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE…
Links:
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Today it’s all about cash! Show me the money in your customer service delivery!
Resources:
We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE…
Links:
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Today's teaching is well and truly focused around your customers!
And remember - we are customers of each other! We are not designed to operate in silos!
Resources:
We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE…
Links:
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Today we are discussing the importance of recording why you and your team are doing what your doing!
Most of our clients struggle to produce an operational manual or ensure they have systems in place that allow the business to run, even if some key stakeholders are not available!
Resources:
We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE…
Links:
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Today is the first instalment of our foundational series "Customer Service Delivery Made Easy"
Over the next four episodes I will be looking at some of the basics & will be sharing insights, tips & tricks to help set up your Customer Service Delivery for success.
In this episode I’m going to lay out a powerful 3 step approach to ensure your People aspect is covered from day 1!
Resources:
We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE…
Links:
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Becoming and remaining an Employer of choice - that’s a tough order nowadays!
I’m discussing this topic with Wendy Sellers, the HR Lady, who boldly claims… Your People are My Business!
Topics such as Retention, the importance or nuisance of employee surveys, the silent resignation and so many more hot potatoes in the HR world are discussed and assessed! People leave bad Managers - that’s a daunting truth! So - what do you have to do to save your manager? And how do you deal with layoff’s?
Links:
LinkedIn: Wendy Sellers
Web: The HR Lady
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Becoming and remaining an Employer of choice - that’s a tough order nowadays!
I’m discussing this topic with Wendy Sellers, the HR Lady, who boldly claims… Your People are My Business!
Topics such as Retention, the importance or nuisance of employee surveys, the silent resignation and so many more hot potatoes in the HR world are discussed and assessed! People leave bad Managers - that’s a daunting truth! So - what do you have to do to save your manager? And how do you deal with layoff’s?
Links:
LinkedIn: Wendy Sellers
Web: The HR Lady
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
My Guest today is Marybeth Gregg, the Founder and President of The International Centre for Women’s Leadership and Author of Bestseller “How to soar with a broken Wing”. International consultant, coach, author, entrepreneur, mother, great friend, fun seeker, and adventurer. Marybeth Gregg is the President and Founder of The International Center for Women's Leadership. Throughout her 30+year career, she has worked in human development for several global corporations, providing coaching and transformational performance programs for individuals and teams.
We discuss the importance of showing up and not being limited by low self esteem or self belief, which Marybeth covers in her joy circle. Her bestselling book how to find tiny moments of joy even when things get really tough carries more weight than ever before as the world is changing so fast, we can’t keep up! LinkedIn: MaryBeth Gregg
How to Soar with aa broken Wing on Amazon
Women’s Joy Circle
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
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, discussing 10 Customer Service Predictions for 2023
Join me as I delve in to the changes many industries are discovering for their customer experience & how to ensure your business is on the correct side of these changes.
Links
Article - Ten Customer Service And CX Predictions For 2023 (Part One) (forbes.com)
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
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 why applying the listening ear is so important for us entrepreneurs!
I will explain how to follow your roadmap (the current one) - until you get your vision back!
We discuss why you shouldn’t change a recipe or a winning team when you are in the wilderness
And we discuss how to keep close to your North Star! Even in the wilderness.
Links:
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
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; the “How to” - then I often times find that these so important documents a) don’t exist b) are not complete c) are outdated! Tango will allow you to get on top of your process mapping! Ken’s promise is “you can create guides in seconds” Links: Tango: https://www.tango.us/
Ken on LinkedIn: https://www.linkedin.com/in/kenbabcock/
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
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 there is one hack for success then this is the one.
You will also learn...
- How knowing your leadership Style and your Kolbe support your teams performance
- How you can have ONE hack conversations with all your team members
- How to address the strengths or the lack of performance with your team members in 15min every day
- How to schedule a Power Hour
Links:
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
LeapAcademyInternational: https://leapacademyinternational.com/product/team-turn-around-bootcamp/
Eisenhower Matrix: https://drive.google.com/drive/u/0/folders/1nG8kDyVULfbsEDBib_qxECJrkBP-Ikmo
This Podcast is produced by: Andrew Madden Photography & Media Production
In early December I held our very first boutique planning workshop - “Fix your Crown”!
A completely different approach to Planning for Success in 2023!
We looked at
- Our Financial Performance of 2021 and 2022
- Deeply rooted, honest truth bombs about what we love and hate in our businesses
- What really matters to us - and it’s not the One Million Dollar Revenue!
Now from a position of knowing - we created the goals for 2023!
This episode is packed with tipps and real life experiences! Let me know by email whether you wish to be part of the next “Fix Your Crown” workshop! I’d love to host you!
Links:
Podcast by Elenor Beaton: Episode 444 - What is a Jewel Business
Book Recommendation: 1 Million Dollar Consulting by Alan WeissRESET your Mindset by Natalie EckdalMeant for More by Mia Hewett
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
There is a lot of noise around Diversity, Inclusion, Equality and Belonging out there! And rightly so! Yet - very often women are invited to change! To look at themselves and “fix themselves” - where in fact Harriet talks to us about the root cause of systemic bullying, abuse, career suppression etc. - She demonstrates how some of the issues are deeply rooted in our male dominated leaderboards across all industries. Now - we love men what we don’t love is the acceptance of some of the behaviours we see, some of the “insider friend to friend” favours we see and the devastating impact this can have on women, their careers, their wellbeing, their self worth. Harriet is a certified Victim Focus trainer on a mission to bring our beloved men on board of the change we need to make! LinksHarriet Waley Cohen: https://www.harrietwaleycohen.com/ Harriet on LinkedIn: https://www.linkedin.com/in/harriet-waley-cohen-speaker/
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
There is a lot of noise around Diversity, Inclusion, Equality and Belonging out there! And rightly so! Yet - very often women are invited to change! To look at themselves and “fix themselves” - where in fact Harriet talks to us about the root cause of systemic bullying, abuse, career suppression etc. - She demonstrates how some of the issues are deeply rooted in our male dominated leaderboards across all industries. Now - we love men what we don’t love is the acceptance of some of the behaviours we see, some of the “insider friend to friend” favours we see and the devastating impact this can have on women, their careers, their wellbeing, their self worth. Harriet is a certified Victim Focus trainer on a mission to bring our beloved men on board of the change we need to make! LinksHarriet Waley Cohen: https://www.harrietwaleycohen.com/ Harriet on LinkedIn: https://www.linkedin.com/in/harriet-waley-cohen-speaker/
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
There is a lot of noise around Diversity, Inclusion, Equality and Belonging out there! And rightly so! Yet - very often women are invited to change! To look at themselves and “fix themselves” - where in fact Harriet talks to us about the root cause of systemic bullying, abuse, career suppression etc. - She demonstrates how some of the issues are deeply rooted in our male dominated leaderboards across all industries. Now - we love men what we don’t love is the acceptance of some of the behaviours we see, some of the “insider friend to friend” favours we see and the devastating impact this can have on women, their careers, their wellbeing, their self worth. Harriet is a certified Victim Focus trainer on a mission to bring our beloved men on board of the change we need to make! LinksHarriet Waley Cohen: https://www.harrietwaleycohen.com/ Harriet on LinkedIn: https://www.linkedin.com/in/harriet-waley-cohen-speaker/
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
There is a lot of noise around Diversity, Inclusion, Equality and Belonging out there! And rightly so! Yet - very often women are invited to change! To look at themselves and “fix themselves” - where in fact Harriet talks to us about the root cause of systemic bullying, abuse, career suppression etc. - She demonstrates how some of the issues are deeply rooted in our male dominated leaderboards across all industries. Now - we love men what we don’t love is the acceptance of some of the behaviours we see, some of the “insider friend to friend” favours we see and the devastating impact this can have on women, their careers, their wellbeing, their self worth. Harriet is a certified Victim Focus trainer on a mission to bring our beloved men on board of the change we need to make! LinksHarriet Waley Cohen: https://www.harrietwaleycohen.com/ Harriet on LinkedIn: https://www.linkedin.com/in/harriet-waley-cohen-speaker/
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
There is a lot of noise around Diversity, Inclusion, Equality and Belonging out there! And rightly so! Yet - very often women are invited to change! To look at themselves and “fix themselves” - where in fact Harriet talks to us about the root cause of systemic bullying, abuse, career suppression etc. - She demonstrates how some of the issues are deeply rooted in our male dominated leaderboards across all industries. Now - we love men what we don’t love is the acceptance of some of the behaviours we see, some of the “insider friend to friend” favours we see and the devastating impact this can have on women, their careers, their wellbeing, their self worth. Harriet is a certified Victim Focus trainer on a mission to bring our beloved men on board of the change we need to make! LinksHarriet Waley Cohen: https://www.harrietwaleycohen.com/ Harriet on LinkedIn: https://www.linkedin.com/in/harriet-waley-cohen-speaker/
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
There is a lot of noise around Diversity, Inclusion, Equality and Belonging out there! And rightly so! Yet - very often women are invited to change! To look at themselves and “fix themselves” - where in fact Harriet talks to us about the root cause of systemic bullying, abuse, career suppression etc. - She demonstrates how some of the issues are deeply rooted in our male dominated leaderboards across all industries. Now - we love men what we don’t love is the acceptance of some of the behaviours we see, some of the “insider friend to friend” favours we see and the devastating impact this can have on women, their careers, their wellbeing, their self worth. Harriet is a certified Victim Focus trainer on a mission to bring our beloved men on board of the change we need to make! Links Harriet Waley Cohen: https://www.harrietwaleycohen.com/ Harriet on LinkedIn: https://www.linkedin.com/in/harriet-waley-cohen-speaker/
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
Cesar Hassemann started his first business when he was just thirteen years old! - He built the small DJ Business up until at the age of 16 his friend and business partner got very ill - and died at the age of 18! Cesar made a lot of money in his home country Brasil. He arrived in Australia - wondering how on earth could be be successful over there! He went into Real Estate! It’s fascinating to hear how Cesar approaches the business - simple and really very clear cut! But not only that - he talks about the emotions we carry, he talks about the desires we have to be happy, successful and at ease!
There is some Cesar language in this podcast - provocative and very raw & real! Enjoy!
Links:
Cesar Hasselmann website: https://cesarhasselmann.com/
Cesar on LinkedInhttps://www.linkedin.com/in/cesarhasselmann/
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Cesar Hassemann started his first business when he was just thirteen years old! - He built the small DJ Business up until at the age of 16 his friend and business partner got very ill - and died at the age of 18! Cesar made a lot of money in his home country Brasil. He arrived in Australia - wondering how on earth could be be successful over there! He went into Real Estate! It’s fascinating to hear how Cesar approaches the business - simple and really very clear cut! But not only that - he talks about the emotions we carry, he talks about the desires we have to be happy, successful and at ease!
There is some Cesar language in this podcast - provocative and very raw & real! Enjoy!
Links:
Cesar Hasselmann website: https://cesarhasselmann.com/
Cesar on LinkedInhttps://www.linkedin.com/in/cesarhasselmann/
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
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 she would always, always ensured are followed through:
- Listen to your staff
- Do your research
- 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!
Links:
LinkedIn: https://www.linkedin.com/in/karen-somerville-aaa99127/
Website: https://www.angelsshareglass.com
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Nikki is a brand strategist and authentic messaging experts who work with brilliant leaders of leaders…. So people like me coaches, consultants, experts, service based business owners… who are hiding - sometimes in plain sight!
Nikki had a high-flying career…. Until THAT very scary moment happened in her life at the age of 34! Countless 18 hours days created havoc to her health; she had lost sight of what really mattered. So she made a conscious decision to start living in her purpose and completely shifted her business to align with it.
A brand is more than pretty pictures, snazzy fonts and great headlines! Nikki leads us very candidly in the direction of connecting your purpose to your brand and integrate all the pieces there are to it!
Enjoy!
Links:
Nikki Bradley Website:
https://nikkibradley.net/
Nikki on LinkedIn:
https://www.linkedin.com/in/nikkifbradley/
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Website: https://rutzconsulting.com/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
Today I'm welcoming Paul McCarthy, CEO of Snapfix and yes, it's Snapfix not SnapChat, as you will hear me calling it! There is a story to this - which Paul will tell himself! Snapfix is one of the most amazing innovations I have recently seen in technology! There are industries notoriously failing from a maintenance perspective. I give you an example: I was overnighting in a hotel and the tap in the bathroom was dripping constantly. It kept me awake all night. I probably should have phoned maintenance or at least reception to get it looked at; which I didn’t. If this hotel would have had Snapfix, this wouldn't have been an issue. I could simply have taken a picture! Paul will tell us exactly how his product works, the clients it serves around the globe and the impact Snapfix has on the customer experience! Right there and then! Links:
SnapFix: https://snapfix.com/ Paul on LinkedIn: https://www.linkedin.com/in/paulmccarthyireland/
Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Peak Season is approaching and with that can come stress, anticipation but also success. This year perhaps brings an extra and great pressure, as the world is dealing with high inflation costs, a war with no end in sight, staff shortages and increasing disruption of services.
So how do we prepare? In this episode we delve in to what you can do to be ready for the challenges of the peak season.
Links:
Episode 28 OPEX - listen to Episode 28
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Sales…. Arghh - for so many heart centred service providers, Sales is a hot potato topic! We - I include myself - don’t want to sell! We want to serve!
Yet how can you truly serve if you don’t sell?
My guest today is Kristin Zhivago, President of Zhivago Partners, a digital marketing agency. Krisitn knows her stuff, having spent decades as a revenue coach - helping entrepreneurs to generate revenue, knowing and owning their figures and selling!
Kirstin speaks about Mindset Driven Marketing. You need to know the mindset your customer is in. She says it’s quite simple:
Sales is about the desires your customers have, the concerns your customers have and the questions your customers have.
You must listen and speak to them!
Zhivago Partnershttps://zhivagopartners.com/
Kristin Zhivago on LI
https://www.linkedin.com/in/kristinzhivago/
Book: Roadmap to Revenue on Amazon
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
We all know somebody, that knows somebody who suffered from burnout in our very busy and pressurised industry!
The 10th October is World Mental Health Day so in homage we decided to re-visit a popular interview that had a big impact upon our listeners.
B J Kennedy - spoke with us, so very candidly, about his mental exhaustion in 2010. He was working 84hrs per week in an extremely busy environment - but had his wife buying a new home - one he never even saw before they moved in.
Something had to give!
This is a very powerful interview.
Links
LinkedIn: https://www.linkedin.com/in/brian-kennedy-lib-apa-4611b413/
Brian’s Website: https://bjkennomotivation.com/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
I love a good conversation! And talking to a fellow podcaster who made celebrating good conversations his bread and butter by creating a podcast agency was no different!
Ryan and I share a passion - talking with people and keep them entertained, offer learnings and very practical engagement!
In today’s episode we discuss the importance of truly listening to your guests, but also the importance of professionalism without sounding cold or calculated!
People crave engagement, love, hand holding! They crave too conversation!
You are in for a treat!
Links:
Kitcasterhttps://kitcaster.com/
Ryan Estes on LI
https://www.linkedin.com/in/estesryan/
Available Courses:
https://marianne-rutz.mykajabi.com/csdeliverylab
https://marianne-rutz.mykajabi.com/customer-service-delivery-sprint
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
In today’s episode - the fireworks are cracking! My guest Don Markland is an accomplished Sales Trainer - he ranks under the top 3 US online Sales Trainers. Forbes ranks him Number 1 Business Coach, he is an Author of a number of books and he calls himself The Sales Evangelist!
As we record this podcast, the UK woke up to a quite difficult economic situation.
Don shares with us how small and medium service delivery firms can ride out the storm that’s brewing!
He also coaches me personally on my fear of selling! Yes - On Air Coaching!
Last but not least - Don shares with us the importance of accountability!
Links:
Don Markland on LI: https://www.linkedin.com/in/donmarkland/
Don Markland’s website: www.accountabilitynow.net
Don’s Book: The 4C’s of Accountability
https://www.amazon.co.uk/4Cs-Accountability-Unleash-Your-Inner/dp/B08GFSK34G/ref=sr_1_3?crid=1JMLB2UGVH43Y&keywords=Don+Markland&qid=1664370940&sprefix=don+markland%2Caps%2C94&sr=8-3
Instagram: https://www.instagram.com/executivecoach.don/?hl=ur
Twitter: https://twitter.com/donmarkland
Course Waitlist https://rutzconsulting.com/customer-service-course/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
In today’s episode - the fireworks are cracking! My guest Don Markland is an accomplished Sales Trainer - he ranks under the top 3 US online Sales Trainers. Forbes ranks him Number 1 Business Coach, he is an Author of a number of books and he calls himself The Sales Evangelist!
As we record this podcast, the UK woke up to a quite difficult economic situation.
Don shares with us how small and medium service delivery firms can ride out the storm that’s brewing!
He also coaches me personally on my fear of selling! Yes - On Air Coaching!
Last but not least - Don shares with us the importance of accountability!
Links:
Don Markland on LI: https://www.linkedin.com/in/donmarkland/
Don Markland’s website: www.accountabilitynow.net
Don’s Book: The 4C’s of Accountability
https://www.amazon.co.uk/4Cs-Accountability-Unleash-Your-Inner/dp/B08GFSK34G/ref=sr_1_3?crid=1JMLB2UGVH43Y&keywords=Don+Markland&qid=1664370940&sprefix=don+markland%2Caps%2C94&sr=8-3
Instagram: https://www.instagram.com/executivecoach.don/?hl=ur
Twitter: https://twitter.com/donmarkland
Course Waitlist https://rutzconsulting.com/customer-service-course/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
On the 29 September 2016, I got very very angry! I realised that my cancerversary will always be 3 days before my wedding anniversary!
Fast forward 7 years - I’m reflecting on the journey. As a cancer traveller, a wife, a mother (and Oma) as well as a business owner. I’m honoured to be sharing a very personal podcast with you today.
Links:
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
On the 29 September 2016, I got very very angry! I realised that my cancerversary will always be 3 days before my wedding anniversary!
Fast forward 7 years - I’m reflecting on the journey. As a cancer traveller, a wife, a mother (and Oma) as well as a business owner. I’m honoured to be sharing a very personal podcast with you today.
Links:
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
We don’t speak about money and customer service! Nor do we focus on money and customer experience. Whether that’s a British or Swiss or even worldwide phenomenon is really by the by. My guest today talks, lives and breathes money and wealth!
Christine is under no illusion - money is a sensitive topic - but she believes in her company, M1, and put the fun back into making money and creating wealth! Her focus lies with the drive to eliminate client pain points and making positive financial outcomes more accessible!
Christine was 10 years old when she bought her first stock, sparking a passion for personal finance. She subsequently pursued a career in wealth management including with JP Morgan and Fidelity Investment, before she joined M1 - a high growth fintech company!
She is leading a team focused on designing and delivering a seamless client experience and empowering personal financial well-being for over 500k clients.
How she measures success and stays true to herself and M1 mission is uncovered in our discussion today!
Links
M1 Finance: https://m1.com/
Christine LaFrance on LI: https://www.linkedin.com/in/christinelfob/
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
Course Waitlist: https://rutzconsulting.com/customer-service-course/
This Podcast is produced by: Andrew Madden Photography & Media Production
We don’t speak about money and customer service! Nor do we focus on money and customer experience. Whether that’s a British or Swiss or even worldwide phenomenon is really by the by. My guest today talks, lives and breathes money and wealth!
Christine is under no illusion - money is a sensitive topic - but she believes in her company, M1, and put the fun back into making money and creating wealth! Her focus lies with the drive to eliminate client pain points and making positive financial outcomes more accessible!
Christine was 10 years old when she bought her first stock, sparking a passion for personal finance. She subsequently pursued a career in wealth management including with JP Morgan and Fidelity Investment, before she joined M1 - a high growth fintech company!
She is leading a team focused on designing and delivering a seamless client experience and empowering personal financial well-being for over 500k clients.
How she measures success and stays true to herself and M1 mission is uncovered in our discussion today!
Links
M1 Finance: https://m1.com/
Christine LaFrance on LI: https://www.linkedin.com/in/christinelfob/
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
Course Waitlist: https://rutzconsulting.com/customer-service-course/
This Podcast is produced by: Andrew Madden Photography & Media Production
My guest today is David Baer of Baer on Marketing!
We all know how often marketing strategies and activities are out of sync with the actual customer experience post sales or service delivery!
We discuss the importance of brand alignment across the entire customer journey.
But also how and why email marketing is so important! Full disclosure - we at rutz consulting are not exactly a great example!
David explains why “One size fits all” is not an effective marketing strategy for solopreneurs or small businesses. Copying what others do might actually damage your brand!
David demonstrates how he works with his clients to find the most effective and profitable marketing strategies for their business!
And not to forget - David’s podcast - More Perfect Marketing!
David Baer
https://www.linkedin.com/in/winebaer/
https://baeronmarketing.com/
Podcast: moreperfectmarketing.com
Community: mpmcommunity.com
Course Waitlist
https://rutzconsulting.com/customer-service-course/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
My guest today is David Baer of Baer on Marketing!
We all know how often marketing strategies and activities are out of sync with the actual customer experience post sales or service delivery!
We discuss the importance of brand alignment across the entire customer journey.
But also how and why email marketing is so important! Full disclosure - we at rutz consulting are not exactly a great example!
David explains why “One size fits all” is not an effective marketing strategy for solopreneurs or small businesses. Copying what others do might actually damage your brand!
David demonstrates how he works with his clients to find the most effective and profitable marketing strategies for their business!
And not to forget - David’s podcast - More Perfect Marketing!
David Baer
https://www.linkedin.com/in/winebaer/
https://baeronmarketing.com/
Podcast: moreperfectmarketing.com
Community: mpmcommunity.com
Course Waitlist
https://rutzconsulting.com/customer-service-course/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Welcome to Customer Service Delivery made Easy! Inside Customer Service Delivery made Easy you will gain clarity where your operation is doing really well! And where it does need some work!
You will be clear on what your CS Job description needs to look like! You will have a check-list to ensure your CS role is clearly defined, your benefits are explained and your documentation such as right to work is complete and your new advisor knows how they fit into your team!
You will know what it takes to deliver operational excellence! You will have a framework for all your processes and procedures (Ops Handbook) and be clear on the key governance structure you will have to follow.
You will be very clear how to apply “the listening ear”! What do your customers really say about your service? You will know how many contacts you should put through quality assurance each week and how to do that with ease! And - you will know exactly how you can demonstrate Return of Investment to your C-suit!
In these 4 weeks within Customer service Delivery made Easy you will walk away with a detailed Audit knowing exactly where your service delivery stands! And with a toolbox full of checklists, tips and tricks on how to make CS easy!
Today we talk about
# Mindset of Customer Service
# Your Self-Responsibility in Customer Service
# Self Sabotage in Customer Service
# Perfectionism - why it doesn’t help in CS
# Trust the process - your mantra - my mantra
# How the course works
# Who this course is for
You will leave this programme with the belief that you can deliver excellence!
Links:
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Welcome to Customer Service Delivery made Easy! Inside Customer Service Delivery made Easy you will gain clarity where your operation is doing really well! And where it does need some work!
You will be clear on what your CS Job description needs to look like! You will have a check-list to ensure your CS role is clearly defined, your benefits are explained and your documentation such as right to work is complete and your new advisor knows how they fit into your team!
You will know what it takes to deliver operational excellence! You will have a framework for all your processes and procedures (Ops Handbook) and be clear on the key governance structure you will have to follow.
You will be very clear how to apply “the listening ear”! What do your customers really say about your service? You will know how many contacts you should put through quality assurance each week and how to do that with ease! And - you will know exactly how you can demonstrate Return of Investment to your C-suit!
In these 4 weeks within Customer service Delivery made Easy you will walk away with a detailed Audit knowing exactly where your service delivery stands! And with a toolbox full of checklists, tips and tricks on how to make CS easy!
Today we talk about
# Mindset of Customer Service
# Your Self-Responsibility in Customer Service
# Self Sabotage in Customer Service
# Perfectionism - why it doesn’t help in CS
# Trust the process - your mantra - my mantra
# How the course works
# Who this course is for
You will leave this programme with the belief that you can deliver excellence!
Links:
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
My guest today is Andrew Wrobel, Founding Partner of Emerging Europe, a London based growth hub for Eastern European countries!
Andrew trained as a journalist, he specialises in location strategy and nation branding, foreign direct investment, technology and innovation, sourcing, technology and innovation, and cross-cultural communications.
Andrew runs Emerging Europe’s research and consultancy teams and co-authors the organisation’s flagship annual reports: the Future of IT, the Investment Promotion Report, the Business-Friendly City Perception Index.
He is a juror at various international business-related competitions, a location promotion trainer and a media commentator. He has authored and contributed to a number of international business, investment and trade-related publications
In today’s episode we discuss the current challenges Eastern Europe are facing, but also what we can learn from them and why we think people there are more resilient, work harder and are more committed to service delivery than in other parts of the world!
Links
Andrew Wrobel
https://www.linkedin.com/in/andrewwrob/
Emerging Europe
https://emerging-europe.com/
Course Waitlist
https://rutzconsulting.com/customer-service-course/
Course Waitlist
https://rutzconsulting.com/customer-service-course/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
My guest today is Andrew Wrobel, Founding Partner of Emerging Europe, a London based growth hub for Eastern European countries!
Andrew trained as a journalist, he specialises in location strategy and nation branding, foreign direct investment, technology and innovation, sourcing, technology and innovation, and cross-cultural communications.
Andrew runs Emerging Europe’s research and consultancy teams and co-authors the organisation’s flagship annual reports: the Future of IT, the Investment Promotion Report, the Business-Friendly City Perception Index.
He is a juror at various international business-related competitions, a location promotion trainer and a media commentator. He has authored and contributed to a number of international business, investment and trade-related publications
In today’s episode we discuss the current challenges Eastern Europe are facing, but also what we can learn from them and why we think people there are more resilient, work harder and are more committed to service delivery than in other parts of the world!
Links
Andrew Wrobel
https://www.linkedin.com/in/andrewwrob/
Emerging Europe
https://emerging-europe.com/
Course Waitlist
https://rutzconsulting.com/customer-service-course/
Course Waitlist
https://rutzconsulting.com/customer-service-course/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
My guest today is Jeremy Snape, former England Cricketer scoring for England, winning man of the match for England - but now running his own Business called Sporting Edge. Jeremy works with the worlds top performance experts and business organisations, hosting leadership programmes targeted to improve the efficiency workspaces.
Leaving the professional cricket scene, Jeremy retrained himself as a sports psychologist and he become of the most respected thought-leaders in the subject of winning mindset and has helped establish working environments that remain committed to achieving goals and progressing as a unit.
Links
Jeremy Snape on LinkedIn
https://www.linkedin.com/in/jeremysnape/
Sporting Edge
https://www.sportingedge.com/
Podcast: Inside the mind of champions
https://podcasts.apple.com/gb/podcast/inside-the-mind-of-champions/id1498626216
Course Waitlist
https://rutzconsulting.com/customer-service-course/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
In this episode we take a look back over the past 2 years & the many highlights of the OPEX show.
Observing & discussing various topics & re-visiting certain interviews & episodes that were popular with our listeners.
Over the last 109 episodes we've had an extraordinary calibre of guests; sharing their knowledge, expertise & personal journeys.
Myself & my team have gone through the most downloaded & streamed episodes to deliver you this very special show of OPEX's "BEST BITS" (To Date)
We hope you enjoy.
Links
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
First Impression Training is a people development organisation, specialising within the call and contact centre environment, wholly focused on creating positive and lasting change in the way a company's people interact with their prospects, customers and each other to encourage the win-win!
This is a BIG promise! In today’s interview Marie shares candidly how she became a victim of her own success when she was freelancing in the training industry. She had a choice - stay small and do as she always did or -
Think Big
Start Small
Scale Fast
Her husband joined the business - subsequently the couple grew their contact centre training business very successfully! As a fellow CX Awards judge, Marie knows exactly what good looks like - but she also firmly believes that one has to stand out! Be the purple Cow - a fabulous story!
Links
Marie Cross on LinkedIn:
https://www.linkedin.com/in/mariecross/
FIT First Impression Training:
https://www.firstimpressiontraining.co.uk/
Marie’s Book https://www.firstimpressiontraining.co.uk/make-their-day
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
This interview with the amazing Eleanor brought me massively outside my comfort zone!
I am very much a process driven leader, firmly believing in following due process moves the needle and gets stuff done. But what about our intuition? What about the heart? Do I give myself room to think “outside the box” - and maybe do something completely differently?
As a Kolbe 8 Fact Finder - I should know that whatever I do I can rest assured that I have done my homework!
Speaking with Eleanor today put a 3rd dimension to my decision making…. Creativity and Flow.
Eleanor explains that if we allow the Flow Stage to percolate then things become apparent - actually quite obvious - which results in an intuitive way of working.
But listen to it yourself - you will be amazed!
Links:
Eleanor O’Rourke Linked In
https://www.linkedin.com/in/eleanor-o-rourke-64683a10/
Eleanor O’Rourke http://www.eleanororourke.com/
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
This interview with the amazing Eleanor brought me massively outside my comfort zone!
I am very much a process driven leader, firmly believing in following due process moves the needle and gets stuff done. But what about our intuition? What about the heart? Do I give myself room to think “outside the box” - and maybe do something completely differently?
As a Kolbe 8 Fact Finder - I should know that whatever I do I can rest assured that I have done my homework!
Speaking with Eleanor today put a 3rd dimension to my decision making…. Creativity and Flow.
Eleanor explains that if we allow the Flow Stage to percolate then things become apparent - actually quite obvious - which results in an intuitive way of working.
But listen to it yourself - you will be amazed!
Links:
Eleanor O’Rourke Linked In
https://www.linkedin.com/in/eleanor-o-rourke-64683a10/
Eleanor O’Rourke http://www.eleanororourke.com/
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
In this episode we look at the different types of Hybrid working models, a term that has become well known in not just in the CX sectors but across all industries. We examine the various factors to take in to account when searching what is right for your business & your people.
It's an important topic that we all need to pay attention to.
Today I’m taking you through 5 types of successful hybrid working models. Enjoy!
Links:
Hybrid Working Statistics: https://www.apollotechnical.com/hybrid-working-statistics/
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Wouldn’t it be amazing if you could supercharge your customer experience by deploying a multilingual Chatbot or live chat across all service channels you have got in your business!
Yes - it would but….. - Stop right there!
Andy Wilkins and his team thought about this Chatbot and Chat technology long and hard. He calls this experience Democratizing access and services! Giving everyone the right to access a service at any given time!
One of the challenges we face in AI is that those who have control and influence an excellent customer service are the biggest critics of using AI solution. They know there are problems in CS delivery - but boy without the buy in from the executive team and from IT teams (ironically) it is more than challenging to win!
Andy chats candidly how his career led him from Wealth Management to becoming the co-founder of Futr.ai
Believe me - if you don’t have a chat function yet - you are behind the curve! If you don’t want to at least test Andy’s SaaS Platform after you listened to our chat - your business will not make it to the post pandemic post economic downturn!
Links
Andy Wilkins on LinkedIn
https://www.linkedin.com/in/apwilkins/
Futr
https://futr.ai/
Course Waitlist
https://rutzconsulting.com/customer-service-course/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
This interview couldn’t come any timelier!
CEO’s are tired and exhausted after the Covid Pandemic, now they face the economic downturn, the increasing costs of serving their customers, shrinking budgets and the list goes on! What a CEO needs is resilience! But ironically resilience needs building and it’s not enough if you, as the CEO, demonstrate this skill, your team (what we call the C-Suite) must be resilient too so that you can do the strategic thinking whilst the team executes the direction of travel. Nadia and I discuss how the role of the Business Leader has changed over the last couple of years.
It’s so much more than stakeholder analysis, ensuring skills & technology are deployed sensibly and the commercial aspects of the business are thought through.
Now - this may require that you decide not to decide! We call this “Sit it Out”! There has to be a balance between quick wins and longer term results - so your teams need to be on board! Which puts the focus well and truly on consistent and frequent communication!
This heartfelt conversation with Nadia is a must for every CEO!
Links:
Nadia Pace on LinkedIn
https://www.linkedin.com/in/nadia-pace-13513618/
Nadia Pace
https://nadia-pace.com/
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
We are manoeuvring through difficult economic times!
Geopolitical challenges we can’t impact directly are making our service delivery difficult. So many Ops leaders have been asking me - what can we do for our teams? How do we lead? How do we show up (Remember Episode 100?)
Today I’m taking you through 9 Ways to be a better Team Leader!
You can Download the slide deck to this episode using the link in the show notes!
Links:
Slide Deck: https://docs.google.com/presentation/d/1QOq_OUSuxAKSAqNQJ6DZJaVEUhGxCf7A/edit#slide=id.p1
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
I’m joined today by Founder and CEO of Hollywood Browzer Beauty - Amy Anzel!
You might wonder what Dermaplaning, hair removal and exfoliation tools have got to do with operational excellence! Let me tell you - Hollywood Browzer’s Trust Pilot Rating in Summer 2021 was bad - just very bad, 1 star reviews consistently complaining about goods not received!
Does this sound familiar? It's one of the most common complaints companies get when they have a distribution challenge.
In today’s episode Amy shares candidly how she and her team worked with this challenge and other issues on their entrepreneurial journey!
LinkedIn: https://www.linkedin.com/in/amy-anzel-2136698/
Website: https://hollywoodbrowzer.com/
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Finances and financial viability of a business are hugely important and yet we seen to be reluctant to speak about the ins and outs of staying on top of your financial performance!
Very often this starts with simply not knowing or not having clarity of your offering! Your service! Now that’s pretty fundamental! Paul shares with us what he sees in his accounting practice; what happens if your offering is unclear, your customers are not served and your finances go South!
We also discuss how important scenario based planning is - so that you can actually deliver the goods, the service you already sold!
And - why sometimes it’s best to cut your losses - rather than re-mortgaging your home and everything you worked so hard for!
LinkedIn: https://www.linkedin.com/in/paul-crichton-5a265117/
Website: https://www.mmgca.co.uk/
Course Waitlist
https://rutzconsulting.com/customer-service-course/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Imagine being told by your dad - “you go and help your mother”. Normal, no big deal!
Well - it is if your mum is the CEO of a distruper BPO in Rumania.
Alexandra fell into the contact centre industry…. 15 years on she is going strong!
She learned to manage operational delivery and excellence through a number of roles in the Ops space starting off as an agent, progressing to Team leader, ops leader, call centre manager learning from the best!
It wasn’t always plain sailing for Alexandra! Being Mum’s daughter brings its own challenges, Alexandra share candidly how she needed to work hard to get judged on merit rather than connection.
Links:
LinkedIn: https://www.linkedin.com/in/alexandra-fus-08b79417/
LinkedIn: https://www.linkedin.com/company/valoris-center/
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
This is Episode 100 of the Operational Excellence Show - and I couldn’t be any prouder of myself and my guests for having it made thus far! I recorded this podcast just before my birthday - reflecting on yet another year on this earth and another year in business.
What did I do to get this far? Actually, I don’t have a highly organized marketing machine for the podcast! In fact - if marketing the podcast on LI predominantly takes 5% of the success why we are still here - that’s a lot! No! The podcast and the work we do at Rutz Consulting is so successful because I do well what I’m doing just now…. Showing up!
I learned from a mentor of mine that the question is not “is it really worth the effort?” or “should I just stop?” The question is: What do I need to do in order to show up? This applies to every situation I’m facing! Whether this is podcasting, doing a deep dive into your customer service delivery or working with someone on a one to one basis.
Showing up - no more & no less!
So - how does this relate to customer service and customer experience?
- Your customer wants to feel like the king or the queen when interacting with you! This means consistency is key! If you are not offering a consistently high service - your business will fail!
- Remember the McDonald experience - a cliché you might say. It doesn’t matter where in the world you order a Big Mac! They all look the same! They are produced the same way and I get what I asked for. All the time / every time.
- Your employee needs to know what is expected from them to deliver excellence! (aka - what does your job description look like)
- You need to be there when your customer wants to speak with you! Hello Workforce Management and Planning!
- You need to address what the customer wants, not what you think the customer needs! Voice of the customer - crucial!
- Your employee needs to know how they can help the customer! Empower them to do the right thing! Training and development is crucial!
You can see where I’m going with this! In order to deliver excellence - you must show up!
I’d love to help you and your team to show up for your customers! I’d love to show you what showing up can do for you and your customer service delivery! Do get in touch with us! Send us an email on info@rutzconsulting.com or reach out on LinkedIn!
Links:
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Episode 97 Customer Service Delivery Made easy:
https://operationalexcellenceshow.libsyn.com/episode-97-opex-with-marianne-rutz-customer-service-delivery-made-easy
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
I love data! I love Data Analytics - and if all of this comes in an App - Happy days!
My guest today is the Founder and CEO of OpsAnalitica, Tommy Yionoulis! His big promise: You can measure everything, real time in a meaningful way! What’s on paper should be on Ops Analitica!
We discuss how Tommy started his business, but also what his clients get when using the App! And no we are not encouraging you to use all the functionality from day 1! Quite the opposite! Start with measuring data that moves the needle the quickest, for you, your employees and your customers!
Links: https://opsanalitica.com/
LinkedIn: https://www.linkedin.com/in/tommyy/
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Episode 97 Customer Service Delivery Made easy: https://operationalexcellenceshow.libsyn.com/episode-97-opex-with-marianne-rutz-customer-service-delivery-made-easy
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
You have to practice for success - a strong statement from Interview Coach Carrie-Lynn Hotson!
My guest today is on a mission to help people to be more confident in their next interview and land the role of their dreams!
With the great resignation leading to an employee driven recruitment market post pandemic - getting the right job or (for employers) hire the right candidate is absolutely crucial.
We discuss how Carrie-Lynn works with candidates, whether they are only starting out or indeed have had a successful career, never interviewed in their life and now find themselves in a very new and potentially intimidating process.
But not only that - what about social media? And yes - your public profile will be looked at if you go for an interview!
Links:
LinkedIn: https://www.linkedin.com/in/carrie-lynn-hotson-45a56b191/
Website: https://www.jobinterviewcoach.ca/home
YouTube: https://www.youtube.com/channel/UC3JZJDistn2xRwlT4Ci-m8A
Course Waitlist
https://rutzconsulting.com/customer-service-course/
Episode 97 Customer Service Delivery Made easy https://operationalexcellenceshow.libsyn.com/episode-97-opex-with-marianne-rutz-customer-service-delivery-made-easy
Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/
This Podcast is produced by: Andrew Madden Photography & Media Production
In today’s episode I’m taking you through our brand new course “Customer Service Delivery Made Easy”
A dip into each one of the four modules:
-
- Recruitment, Onboarding and Training
- Moving Forward for Growth, Efficiency and Success
- The Voice of the Customer
- Quick win’s and Cost Savings
You will have a good understanding of how we at Rutz Consulting assess each one of our clients, helping them to understand what they already have in their businesses and what is definitely lacking!
Links:
Course Waitlist: https://rutzconsulting.com/customer-service-course/
Employee Onboarding Article HBR: https://hbr.org/2022/04/onboarding-can-make-or-break-a-new-hires-experience
The Operational Handbook -Episode 28: https://operationalexcellenceshow.libsyn.com/episode-28-opex-with-marianne-rutz-how-to-design-and-produce-an-operational-manual-fit-for-purpose
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
My guest today is Ed Tyson - Chief Architect of Leadership SOPs!
Of course - I hear you - what has leadership got to do with Standard Operating Procedures? Well - that’s what Ed talks to us about today! Ed has created a Leadership Development framework and methodology helping leaders structuring, operating and perfecting their communities of effort.
Ed is also the author of “From Expert to Executive” - where he takes the reader into the environment and mindset of 6 fictional leaders!
Book: https://www.leadershipsops.com/book
Website: https://www.leadershipsops.com/
LinkedIn: https://www.linkedin.com/in/ed-tyson-sops/
Customer Service Delivery made easy Wait-list:
https://rutzconsulting.com/customer-service-course/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
We all need breaks in our days - yet ever too often we find ourselves at the end of a busy day, packed with meetings and a ton of deliverables, we are exhausted and we realise - Gosh I didn’t even have lunch today!
Caitlin and her partner Will recognised just that, got their heads together and created Interlude - the Desktop Application that allows you to take a meaningful break and a diary holding you accountable to take that break. Whether you love working out, doing yoga, cooking, writing - the application has 8 different activities you can take in your break, being guided by experts.
As a result, you feel refreshed, your focus on the job is clear again and you can put your absolute best foot forward, performing at the highest possible level!
Blog Post:
https://interlude.digital/eight-types-of-work-breaks-to-boost-productivity/
Cailtin Rozario on LinkedIn:
https://www.linkedin.com/in/caitlin-rozario/
Interlude: https://interlude.digital/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
Customer Service Delivery Made Easy: - https://forms.gle/2kjJDJuYz7kXAoMU8
This Podcast is produced by: Andrew Madden Photography & Media Production
What if…. You could make every conversation valuable? What if….. Your advisors would automatically know what the next good step is for your customer? What if your coaching was really targeted so that your results immediately improve?
Sounds like every Contact Centre Managers dream - right?
My guest today knows all the analytical pains we have got - and in 2018 he decided to do something about it!
Starting a tech company just before the pandemic hit and subsequently growing it to 35 FTE - that’s a remarkable achievement! Jimmy shares very candidly what keeps him away at night1 But first and foremost - his enthusiasm for solutions oriented data is infectious!
Customer Service Delivery Made Easy - https://forms.gle/2kjJDJuYz7kXAoMU8
Jimmy Hosang on LI https://www.linkedin.com/in/jimmy-is-analytics/
The Modular Analytics Co. https://www.tmac.ai/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
In today’s service delivery world, we can’t even imagine what we would do without Artificial Intelligence - AI; Data we look at, Data we work with, Data we use to make our customers lives easier and our business lives more successful. In today’s podcast I’m discussing the Role of AI and Process Improvement with Prabhjot Singh, the CEO of Pyze!
Prabhjot takes us behind the scenes of Pyze - the leading digital transformation analytics platform, maximizing process efficiency and application productivity! Their product is able to auto-discover complex end to end business process flows, to surface bottlenecks or activity hotspots or user experience opportunities. So really - any business interested in mining their AI needs this data driven approach to maximize Return of Investment and Business Impact.
Prabhjot brings AI to live like no other - no wonder - he lives and breaths data - in an engaging and refreshing way!
Customer Service Delivery Made Easy - Waiting List: https://forms.gle/2kjJDJuYz7kXAoMU8
Prabhjot Singh LI: https://www.linkedin.com/in/psinghsf/
Pyze: https://www.pyze.com/
Digital Transformation E-Book: https://www.pyze.com/digital-transformation
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
Planning & WFM enquiries: Info@rutzconsulting.com
This Podcast is produced by: Andrew Madden Photography & Media Production
The very day before the first lock-down was introduced in the UK, Ellen Wakelam, director of “in the Welsh Wind” signed a lease on a pub - to house her new business venture! In today’s Episode Ellen talks candidly how she and her husband decided to follow a dream, waking along the Welsh Coast - which then resulted in going into business together.
Hit by the Pandemic and the subsequent impact on business, Ellen very quickly had to become creative!
She explains the challenges they met, but also how their creatively enabled them to support the local community with hand sanitizers, which then spread to her supporting the NHS, local hospitals, doctors surgery's etc. with her products. The initial business idea, - producing gin - never died - and today her company is striving…. In selling bespoke Gin!
Social Links
Ellen Wakelam on LI: https://www.linkedin.com/in/ellen-wakelam-4b7396228/
In the Welsh Wind: https://inthewelshwind.co.uk/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
At Rutz Consulting we help our clients to optimise the out-put of their workforce, yet still offer plenty of training & coaching. And of course ensure that breaks, weekends, holidays are taken - in other words we offer a deep dive into Workforce Management, which often ends up in a Workforce Management and Planning Service - Done for you so to speak!
Today I’m chatting with our very own Marc Thompson and Paul Dermott - WFM & Planning Experts par excellence!
Customer Service Delivery Made Easy - Waiting List: https://forms.gle/qf46aKNaDrMtiwcr6
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
Planning & WFM enquiries: Info@rutzconsulting.com
This Podcast is produced by: Andrew Madden Photography & Media Production
Today - I’m taking you behind the scenes of Rutz Consulting! I dive into how I went from an employee to freelancer to CEO of my own consultancy business & the many challenges I faced & learned from along the way.
Often I get asked…. How did you do it?
In this episode I reveal some of the hurdles I came across from dealing with hiring the right staff, price structuring, marketing, stepping up, creating a delivery framework & so much more.
With my 7 steps guide I reveal what I have learned to help others.
Enjoy the show!
Social Links
Customer Service Delivery Made Easy - Waiting List: https://forms.gle/2kjJDJuYz7kXAoMU8
Carol Cox: https://www.speakingyourbrand.com/developing-your-own-framework-carol-cox-podcast-061/
Consultancy Fees:
https://www.consultingsuccess.com/consulting-fees
BoldHaus:
https://boldhaus.com/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
I’m joined by a very special guest this week: Gregorio Oglioni. Gregorio is CCXP Certified and has been in customer experience for a long long time!
Gregorio is one of the very few experts, linking customer experience directly to your P&L! We are discussing this link in our interview today - something a lot of experts shy away from.
It’s not that straightforward to calculate your financial investment into hard core dollars - or in Gregorio’s case Swiss Francs!
We chat about CX in Switzerland and Globally, we touch on his podcast “the CX goalkeeper” and of course Gregorio will reveal what football has got to do with all of this!
We discussed our experience at last year's DACH CX Awards and the importance of CX experts to work in collaboration with each other but also with all the various areas of a business.
Enjoy the show!
Social Links
LinkedIn: https://www.linkedin.com/in/gregorio-uglioni/
CXgoalkeeper Podcast: https://cxgoalkeeper.com/podcast/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
I’m delighted to welcome back my dear friend Joy Bains. Remember, she was my very first guest in 2020 - Episode 7 which aired on 13th March 2020!
Joy is, hands down, one of the best Project and Programme Managers I know.
Why is that - you might ask?
She always starts her assignments with…. Getting to know her stakeholders. In her line of work this would be the various workstream leads and the executive team she is delivering the programme for.
In this episode, Joy shares her passion for multi-disciplined programmes, but also shares a very simple secret…. Important for every Senior Executive to understand!
She speaks about her pet hates in consulting - some of which we absolutely share and she tells us how she jumped in for me, taking over the operational delivery for one of Rutz Consulting's Key Clients, whilst I took care of my dying mum.
An episode packed with stories and insights!
Social Links
LinkedIn: https://www.linkedin.com/in/joy-bains-b3171646/
Episode 7 of the Operational Excellence Show: https://operationalexcellenceshow.libsyn.com/insights-into-the-life-of-a-global-project-manager-with-joy-bains
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
How does a Basketball Player make it to the top of a very well known outsourcer in the Netherlands?
My guest today is Nuno van Dunem da Costa, who’s sporting career and professional customer management career are an absolute inspiration!
We are chatting about Nuno’s ambition and drive to succeed - as player of the Portuguese National Youth Team and later with a Dutch team, Nuno talks candidly about how he learned to pursue his dream, his career but at the same time not lose himself. He draws many parallels from his active sports career to his Customer Experience / Operational Excellence work.
Nuno tells us about the importance to follow a framework - however the most important component here is the customer! And not just the end-user, also the company internal customer!
Now Operations Director with 5CA the brings all his experiences to a leading Dutch outsourcing firm who, in his own words…. Have given Nuno more development and support than other firms combined. Hint…. Look after your employees and they give you their utmost best they can!
Social Links
LinkedIn: https://www.linkedin.com/in/nuno-vandunemdacosta/
5CA: https://5ca.com/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
I love showcasing successful Contact Centre leaders - especially those who started in the industry as an advisor or team leader! Today’s guest is an absolute inspiration…. Marianne Withers is the CEO of the Verity Centre - a british boutique contact centre and business solutions consultancy!
Mariannne started her career many moons ago as Operations Manager for Golley Slater where she learned the ropes of contact centre service delivery. She then rose through the ranks before creating her very own centre just about 8 months ago!
And it was not always plain sailing! In this episode we discuss Marianne’s career, her ups and downs and of course the developments in an industry we are both so passionate about!
LinksWebsite: https://tvc15.co.uk/
LinkedIn: https://www.linkedin.com/in/marianne10/
Our Website
https://rutzconsulting.com/podcasts/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Guess what happens when you meet at Waitrose’ wine bar at KingsCross…. You end up working with the #Ateam and are going to win the best Outsource Contact Centre of the Year Awards at the European Contact Centre and Customer services Awards 2021!
Speaking to William about Customer Management is just pure joy!
When you meet up with people who absolutely love the industry, believe in the opportunities a good customer service centre brings to clients, BPO and agents - my heart just jumps! But not only is William one of the best Directors of Market Engagement in the BPO world, he also shares a few hidden talents with us.
We discuss entrepreneurship, we speak about professional loneliness and the importance of bringing the professional and personal elements of our lives together.
Social Links
Website: https://www.ascensos.com/
LinkedIn: https://www.linkedin.com/in/william-carson-ascensos/
New Ways: https://www.newways.org.uk/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Today you are in for an absolute treat!
I’ve invited two of my business Besties, Bertine Crèvecoeur and Alicia Butler Pierre to discuss the Power of Collaboration!
As we come out of the Pandemic - one thing we all learned is “thinking out-side the box” and working together for the greater good.
Women do this particularly well! The three of us discuss
- Women working all the hours under the sun running businesses and the family
- Having a sustainable business infrastructure - if you don’t have them you are going under!
- Supply chain management - understanding how things flow!
- Embrace diversity - walk the talk!
- Reframe your messaging
- Share information - as part of equity and inclusiveness
- Business Continuity - if you don’t have a plan no - you are too late!
The one episode not to be missed!
LinksAlicia Butler Pierre
https://www.linkedin.com/in/aliciabutlerpierre/
Behind the Facade
https://www.eqbsystems.com/resources/book/
Berthine Crèvecoeur-West
https://www.linkedin.com/in/berthinecrevecoeurwest/
Our Website
https://rutzconsulting.com/podcasts/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
With his extensive Financial Qualifications and operational experience in the Financial Services and Banking Sector, Mark founded Debt-IN (Now Capability Working Capital Solutions) in 2008. His hands-on approach, keen operational insight and extensive financial qualifications and experience saw the need to expand offerings to the broader Business Process Outsourcing (BPO) markets, both locally and aboard. Natural progression saw the formation of an umbrella brand, Capability BPO, which enabled the business to strategically transform to include the International Market, serving US and European based companies.
Mark has a key focus on bringing the human touch to the BPO Sector, with the sole purpose of encouraging effective communications; making the connection a rewarding engagement every time. Passionate about the people who work for him, Mark is driven to making a positive impact on people's lives and the greater South Africa.
With over a decade in the financial sector servicing blue chip industry leaders, Capability BPO’s focus is on continuously improving and upskilling all members of the Company whilst instilling a culture of caring and collaboration amongst the workforce. This has resulted in the Capability BPO Group becoming one of the leaders in Business Process Outsourcing, Debt Collection and Credit Risk Management respectively.
Mark graduated with his B. Com degree in 1992. After working for a steel fabrication and construction company for 5 years and having attained the position of Financial Director he resigned to further his studies full time. A year later he graduated with his B.Com Honours degree and sat for the Chartered Institute of Management Accountants board exam in the first half of 1999, which he passed and attained the CIMA qualification.
Links:
https://www.capabilitybpo.com/
Mark Essy on LinkedIn
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
I’m delighted to welcome back my dear friend Alicia Butler Pierre! You remember Alicia from our discussion in 2020 (Episode 30 of the Operational Excellence show) - where we spoke about the importance of Operational Structure for Sustainable Success.
Today’s discussion is very much centred around the fact that the pandemic put operations and operational excellence well and truly on the map right up to the board room! We zoom in on processes across the supply chain, the importance of continuous improvement but also the need to rapidly change!
And - we discuss books!
"Leave it better than you found it. - this is Alicia’s mantra! With no further a do
Links:
- 𝗖𝗘𝗢𝘀 𝗼𝗳 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀: https://aliciabutlerpierre.com/consultant
- 𝗖-𝗦𝘂𝗶𝘁𝗲 𝗘𝘅𝗲𝗰𝘂𝘁𝗶𝘃𝗲𝘀: https://aliciabutlerpierre.com/consultant/#enterprise
- 𝗕𝗼𝗼𝗸𝗶𝗻𝗴 𝗔𝗴𝗲𝗻𝘁𝘀 & 𝗘𝘃𝗲𝗻𝘁 𝗣𝗹𝗮𝗻𝗻𝗲𝗿𝘀: https://aliciabutlerpierre.com/speaker/
• 𝗣𝗼𝗱𝗰𝗮𝘀𝘁 𝗛𝗼𝘀𝘁𝘀 & 𝗣𝗿𝗲𝘀𝘀: https://aliciabutlerpierre.com/media/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Welcome to part 3 of the people / process / profit mini series!
In today's show we are diving into the third P - Profit - in the CX space!
Operational Excellence / Customer Service and Customer Experience typically scream COST! Yet - When I speak to clients I am putting a lot of emphasis on the fact that a well managed customer service department indeed can save costs and return a profit - albeit those numbers are not easily drawn out or substantiated.
We will cover how you can "Amplify" profits with a focus on customer experience.
Links:
Episode 79
Episode 80
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Today we are diving into the second P in the People - Executing Process - Amplifying Profit - the 3 P’s I am referring to regularly!
My guest today is Mark Buckley of MXB consultancy and Associate Director of Rutz Consulting!
We are diving into operational delivery best practice! You will learn how to discover what’s “below the surface” i.e. the Iceberg principles, you will hear all about creating a meaningful visual board!
And why these boards are so important to encourage accountability, knowledge sharing and also celebrations of a job well done!
Last but not least we discuss governance in operations.
Probably the single biggest point of failure!
You can find Mark on LinkedIn or via our Website!
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Today we are kicking off a 3 part Series under the Header Leading People - Executing Process - Amplifying Profit - the 3 P’s I am referring to regularly!
My guest today is Teresa Robertson of Endrick Consulting and Associate Director of Rutz Consulting!
Everything in any business starts with people! In the new normal, nothing is exactly how it was pre covid. Equally important, is the fact that we can’t hide behind the pandemic any longer.
An added challenge is the current economic situation driving the labour shortage in the UK.
So - we discuss the candidate driven recruitment market, the importance of having up to date job descriptions but we also touch on why we need to allow our people to learn!
It’s no secret - the HR departments are probably the most challenged business units at the moment! Post Pandemic the HR department shows its true value - but the skill set of HR professionals is pretty scares!
You can connect with Teresa on LinkedIn or learn about her on our website!
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Peter Ryan is probably the best known and most trusted CX Advisor/Analyst in the Contact Centre Space!
Peter has a love of Data, Analysis and Insights like no other - and he can bring figures to live!
In today’s episode we speak about the changes in the BPO Market Place.
Did you know South Africa is still up there despite the political unrest?
Have you noticed the trend to Onshore opportunities companies are now looking for?
And - How does cultural fit and acceptance influence decision makers on their choice of service delivery?
Peter was already a guest on the Operational Excellence Show about one year ago! If you have not yet listened to the show (Episode 40) - For the love of data - I recommend you do!
You can find Peter Ryan on Linked In Or Visit his Website to read his many publications!
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
I love meeting influential women - today’s guest, Dion Johnson, is one of them!
Starting her career in midwifery she is one of the most influential women of colour in the British Executive Coaching space who has taken the word “birthing” to a completely different level!
In today’s interview Dion candidly speaks about how we show up in the world of business has led her to make a very bold statement….
“We are going the wrong way!”
Dion tells us about how writing her book felt like she was pregnant with a message that required a birthing process. She doesn’t shy away calling out BFDL’s (Big Fat Dirty Lies). And she offers a 3 step process to getting “it” right! - the 3 “H”’s
- Heal from History
- Handling your Head
- Develop your Hook
Just because you are a woman at the top, doesn’t mean there is nowhere to grow… does it? - this is one of Dion’s opening statements! Hear what she has got to say!
Links:
LinkedIn Profile: https://www.linkedin.com/in/dion-johnson-the-womanologist-123756a/
Website: http://thewomanologist.com/
Book:
Influential Woman by Dion Johnson
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Caring for a parent is not something you can learn. Balancing the running of your business & caring for a parent brings many challenges. In this episode we examine those challenges & look at ways we can face those difficult circumstances face on.
Links:
Kolbe A Index: https://www.kolbe.com/kolbe-a-index/
Podcast Episode 28 - how to create an Operational Handbook fit for purpose https://operationalexcellenceshow.libsyn.com/episode-28-opex-with-marianne-rutz-how-to-design-and-produce-an-operational-manual-fit-for-purpose
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Today’s episode is slightly different! We are talking about celebrating success! And my two personal words for this business year…. Focus & Joy!
What’s my secret sauce? Could that also be your secret sauce?
Book recommendation: https://www.amazon.co.uk/Revelations-Business-Connecting-Your-Purpose-ebook/dp/B07965M5QC
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
What does CX have to do with French Cuisine, with Hongkong or Marketing!
Actually everything if you are Julien Rio!
In today’s interview my guest shares the 3 ways of gathering feedback from your customers. He also alludes to the Dunning-Kruger Effect - which he says is omnipresent in CX and where you as the CEO can start implementing CX without breaking the bank!
We also open “Pandora’s box”... by asking the question - Who should the Head of CX report to….
An interesting and exciting discussion!
Website: https://www.julienrio.com/en
LinkedIn: https://www.linkedin.com/in/julienrio/
CXTherapy on YouTube: https://www.youtube.com/watch?v=KJ-JGBJqPeQ
Twitter: @Marketing_JR
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Human Resources has evolved so much over the last couple of years - never mind throughout the Covid-19 Pandemic!
Meet Jo Regan-Iles, Group People Officer for The Sigma Financial Group and one of the few Commercial HR leaders having the employees at the centre of everything She does.
In today’s episode Jo is sharing with us what Business Transformation and Change looks like in HR. How TUPE can create risks for the business if not dealt with in a diligent manner. She also alludes to how to instil a high performance culture in the firm and create an engaged workforce!
Jo Regan-Iles on LinkedIn: https://www.linkedin.com/in/jo-regan-iles-00502624/
The Sigma Financial Group: https://www.sigmaconnected.co.uk/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Automation is a big deal in the contact centre world! The tools we need and use, often at a significant cost, are supposed to make our front line agents more productive at the right time, the customers' life easier and the FCO’s cost reduction programmes successful.
But… is this really what happens?
Our guest expert today, Clive Elleforde will share insights and considerations with you, digging deep into his vast experience in automation and a comprehensive understanding of the impact voice automation has on customers and businesses alike!
LinksClive Elleforde on LinkedIn: https://www.linkedin.com/in/cliveelleforde/
Web: Sovran AI https://www.sovranai.com/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Today - we are diving into the why, what, and how of the German DACH Customer Experience Awards with moderator and organizer Marcus von Kloeden!
Marcus takes us behind the scene of this very first DACH summit and CX awards - not something you do easily in the midst of a pandemic!
We discuss the following topics
- What are the DACH customer experience Awards?
- Who should participate in this awards
- How can you apply and what can you expect from the Awards?
- When and where do the DACH CX Awards take place?
Marcus demonstrates his passion and extensive knowledge, underpinning the interview with real life stories covering the financial world, big multinational Blue Chip firms and small successful family businesses!
I’m honoured to be judging your customer centric approach! See you there!
DACH CX Awards Website: https://www.dach-cxa.com/
Marcus von Kloeden LinkedIn: https://www.linkedin.com/in/marcusvonkloeden/
DACH CX Awards YouTube: https://www.youtube.com/channel/UCt3c5T-Hsr77gpnUjhKchvA
Marianne Rutz - Judge DACH CX Awards: https://www.dach-cxa.com/unsere-juroren
Episode 22 - Mystery Shopping mit Marcus von Kloeden: https://operationalexcellenceshow.libsyn.com/episode-22-mystery-shopping-guess-what-you-find-with-marcus-von-kloede
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
I recently took my Customer Experience Management course with Daniel Ord of Omnitouch International with the view to sit my CCXP Exam in the next couple of weeks.
Today - I am taking you through this course…. In an effort to give you some clarity what Customer Experience really is and what we deem to be the 6 Core Competencies in CX!
DACH CX Awards Website: https://www.dach-cxa.com/
Marcus von Kloeden on LinkedIn: https://www.linkedin.com/in/marcusvonkloeden/
Omnitouch international: https://www.omnitouchinternational.com/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Heute unterhalten wir, Marcus und ich, uns über die allerersten DACH Customer Experience Awards!
Marcus erzählt uns wie er dazu kam, diese Awards auszuschreiben, warum er glaubt, dass es ein Live-Erlebnis sein soll und was in ihm vorging, als die Pandemie ihn gezwungen hat, diesen Event von 2020 auf 2021 zu verschieben.
Wir diskutieren die folgenden Punkte:
- Worum geht es bei den DACH Customer Experience Awards
- Wer nimmt an diesen Awards teil
- Wie nimmt man an den DACH CX Awards teil und wie ist der Ablauf der Awards?
- Wann finden die DACH CX Awards statt
Marcus bringt uns diese allerersten DACH CX Awards mit Beispielen aus Wirtschaft, Finanzen und Klein-Unternehmungen nahe! Wir freuen uns über eure Teilnahme
Auf gehts’ meldet euch an!
DACH CX Awards Website: https://www.dach-cxa.com/
Marcus von Kloeden auf LinkedIn: https://www.linkedin.com/in/marcusvonkloeden/
DACH CX Awards YouTube: https://www.youtube.com/channel/UCt3c5T-Hsr77gpnUjhKchvA
Marianne Rutz - Judge DACH CX Awards: https://www.dach-cxa.com/unsere-juroren
Episode 22 - Mystery Shopping mit Marcus von Kloeden: https://operationalexcellenceshow.libsyn.com/episode-22-mystery-shopping-guess-what-you-find-with-marcus-von-kloede
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
A CEO with conviction lets people’s brains relax, so to speak. She is letting them concentrate on what needs to be done. When people feel more secure in the future, they're happier and produce higher quality work. A leader who can demonstrate conviction will be more successful, and so will everyone she works with. That’s an assessment of Forbes - but absolutely measures up today’s guest speaker.
Helen Hickin is not the conventional CEO, running her contact centre in Prague guided by economic principles, bottom line figures only! Helen is a founding member of the ICON team and has over 30 years of experience in contact centres encapsulating both supplier and client perspectives. She has established successful contact centre operations in both the UK and the Czech Republic. Helen thrives on executing excellence and is recognised as one of the industry's most successful CEOs and thought leaders.
It is refreshing to hear Helen speak about compassion, conviction and trust in the same tone and with the same passion as she is talking about profitability and prosperity! Helen has led her firm through two very tough economic and social challenges - the financial crisis in 2008 and the Covid 19 Pandemic since 2020 - for 18 months now.
In this episode Helen talks about:
- Resilience during a crisis
- Taking the leap of faith
- Taking tough decisions without being cold or calculated
- Running contact centre services ethically, not compromising sustainability
Helen’s secret sauce? True compassion overlaid with a health dose of pragmatism!
Enjoy!
ICON on LinkedIn: https://www.linkedin.com/company/iconcommunicationcentres
Helen Hickin on LinkedIn: https://www.linkedin.com/in/helen-hickin/
ICON on Twitter: https://twitter.com/ICON_Prague
Forbes: https://www.forbes.com/sites/travisbradberry/2016/06/28/why-the-best-leaders-have-conviction/?sh=6bbfea1d1c8d
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
This week’s leading Gent is Hans Luyts , a knowledge management consultant who helps the IT team solve the knowledge and communication challenges that bottleneck their productivity.
He makes quite a bold statement…. Nobody should need to call the IT department. Full Stop.
In this episode, Hans candidly shares the massive changes and challenges he sees when working in an IT team and how he helps his clients to:
- Reduce Costs
- Innovate faster
- Deliver peace of mind to their customers and their staff.
I highly recommend you take the knowledge management health check after you listened to this episode!
Hans' LinkedIn: https://www.linkedin.com/in/hansluyts/
Website:https://www.ambertree.consulting/
Knowledge Management Health Check
https://www.ambertree.consulting/en/km-health-check
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
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 company.
At this last job, she remembers how one of her fellow agents copy pasted symbols from a Word doc all day long. He was French, but had always lived in California and didn’t know the French keyboard layout by heart. Daniela realized what a waste of time it is to memorize alt combinations and different keyboard layouts. It takes a lot of mental energy! Throughout her career, she has witnessed many people struggle with their computer keyboards, which is why she decided to invent the solution. It has been a struggle at times, but by following her keyboard dreams, she has found happiness. She met her best friend and developer, Gerard Cerchio, who’s also a rocket scientist and an old hippie. This is also how she met her husband, Jacob Alexander, another keyboard inventor and collector, and they now live a quiet life with their three-year-old girl and 600+ keyboards in downtown San Jose, the heart of Silicon Valley.
Daniela on Linkedin: https://www.linkedin.com/in/daniela-semeco/
Polyglotte, Inc. : https://www.polyglotte.io/about.html
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
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 digitalisation and automation in service delivery. Now you have got a double whammy - you need the language and the digital skill-set!
Here is where CMR recruitment comes in! I’ve had the pleasure of working with Paul and his team a couple of times over the last 12 - 18 months! He delivers!
In this episode you learn
- Why it’s important to have a trusted language recruitment partner
- What the new skill sets look like
- How you gain the competitive advantage in delivering excellent automation / digitalisation with the right people in your team!
Paul's LinkedIn: https://www.linkedin.com/in/paulcartercmr/
Customer Management Resourcing group: https://www.wearecmr.com/
Humanotics: https://www.humanotics.ai/about/
Artificial Intelligence - what has recruitment got to do with it? : https://operationalexcellenceshow.libsyn.com/episode-039-opex-with-marianne-rutz-ai-what-has-recruitment-got-to-do-with-it
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
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?
-
Harvest your low hanging fruit
You will find it’s not that difficult! -
Empower your people to take action
Give them the platform and tools to take action! -
Use Automation wisely
It doesn’t take much to get your IVR messages sorted!
Triage - quite simple - yet so effective! -
Delegate what you can
Guess what - your team wants to help!
Links:
Marianne on LinkedIn:
https://www.linkedin.com/in/marianne-rutz/
https://www.rutzconsulting.com
Customer Satisfaction Survey 2021
https://www.instituteofcustomerservice.com/research-insight/ukcsi/
This Podcast is produced by: Andrew Madden Photography & Media Production
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 centres, in it's various sectors and how Holistic Service Delivery ties together with human values of wanting to deliver a great service.
You will also learn of the upcoming online summit "Leaders in Service - The Route to Excellence" & of the highly skilled speakers who will share openly and freely their expertise, helping you to link the various areas of your customer service delivery. Starting off with Recruitment and Selection of talent, heading into training, culture, wellbeing, lean 6 Sigma, the customer journey and so much more - we are showing you how it’s done!
And of course - we also talk about money! High quality customer service and high profitability go hand in hand! It is really the only way to be THE outstanding market leader!
Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
https://www.rutzconsulting.com
https://www.eventbrite.co.uk/e/leaders-in-service-the-route-to-excellence-tickets-144170234051
This Podcast is produced by: Andrew Madden Photography & Media Production
Lee Houghton knows all about knowing…. And subsequently doing!
If you are leading an operational team or a change team - you must meet Lee! As a Business Improvement Coach, Leadership Coach, Change Agent Mentor & Podcast Host, Lee has had the most random of journeys to get to where he is today. His journey has provided him numerous unique and transferable learning experiences enabling Lee to support Change Agents and Leaders to be more confident, more influential and deliver significant sustainable improvements. Lee is the co-founder of Get Knowledge, a business improvement company. I'm on a mission to support Change Agents and Leaders from around the world. He works with multinational clients across Europe, delivering virtual, online or In-house coaching, training, and strategic direction to Leadership and Change teams.
Lee candidly shares today how he was called to do what he does today. And no - it wasn’t just a random “I could give this a try” - it was a calling!
Lee's LinkedIn: https://www.linkedin.com/in/lhoughton/
GetKnowledge website: https://getknowledge.co.uk/
Lee's Podcast: Business Problems Solved
https://getknowledge.co.uk/podcast/
Eventbrite Leaders In Service Summit: https://www.eventbrite.co.uk/e/leaders-in-service-the-route-to-excellence-tickets-144170234051
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
Sarah Al-Hussaini is the Co-Founder and Chief Operating Officer of Ultimate.ai, the world's leading customer service automation platform, powered by artificial intelligence.
Ultimate has been named by WIRED, as one of Europe's Hottest 100 Startups and by Forbes, as a Top 100 Most Innovative Companies globally.
Today Sarah shares her views and gives insights to the future of how emerging technologies can be used in the customer service sector and how women can & should be at the forefront of this.
Sarah's Linkedin: https://www.linkedin.com/in/sarah-al-hussaini/
Ultimate.ai Website - https://www.ultimate.ai/
Eventbrite Leaders In Service Summit: https://www.eventbrite.co.uk/e/leaders-in-service-the-route-to-excellence-tickets-144170234051
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/
Rutz Consulting Website: https://rutzconsulting.com/
This Podcast is produced by: Andrew Madden Photography & Media Production
A Mentor on a mission to guide you towards an exceptional life. Lorna wants you to spend your days feeling energised and fulfilled, continuously creating powerful results in all areas of your life.
This is for you, your business, your career, leaders, teams & their employees.
Lorna fell in love with Personal & Professional Development over 20 years ago. After studying Tony Robbins, her stagnant career took off and she enjoyed 20 years in senior leadership positions within global organisations, in Financial Services, Travel and BPO.
In her role as Vice President of Transformation at American Express GBT, Lorna delivered Company Integrations, Culture Transformation and other Enterprise Transformation Initiatives.
During this time, she followed her passion for human growth and potential and trained as a Success and Mindset Mentor, Coach, Trainer and Speaker:
- 20 years in global organisations.
- 10 years in senior roles leading large global teams and driving transformational change.
- Continuous study into human & organisational behaviour, mindset and personal development.
- Writer and speaker (Culture, Mindset, Wellbeing, Leadership…)
Lorna's Website: https://www.lornadunning.co.uk/
Lorna's Facebook: https://www.facebook.com/LornaDunningElite/
Lorna's Instagram: https://www.instagram.com/dunninglorna/
Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz-351b0a5/
https://www.rutzconsulting.com
This Podcast is produced by: Andrew Madden Photography & Media Production
You probably have used the chat function offered by a number of businesses such as banks, airlines, hotels, credit card companies…. And most probably you had mixed emotions and experiences with using this tool.
Now - as a contact centre channel goes - chat has been around for a long time! Yet - it is also one of the tools, that if going wrong, it’s badly wrong!
As a managing partner of the Live Chat Factory, Karen and her team work with brands on their chat presence. But not only does she train chat-etiquette (and yes - there is such a thing!) - she takes on your chat function, services it with her team and makes your chat experience an awesome - well worth chatting experience!
LinkedIn: https://www.linkedin.com/in/karen-levett-4782982a/
https://livechatfactory.live/
Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
https://www.rutzconsulting.com
My Podcast is produced by: https://www.unavoided.com
My guest today is David Rumble - an out-sourcing expert like no other! But not only that, David is also a consultant, who has built more than one successful consultancy agency in the contact centre space!
We all know that consultants have a mixed reputation - so what David has got to share is not only how to be a consultant but also what it takes to bring about real change in the industry.
Adding value as consultants can be hard, as we are not only implementing change - we teach people how to do things - so that we can make ourselves redundant. And that’s the difference between a freelancer and a consultant.
David is also a dedicated supporter of a number of charities and not for profit organisations. One charity very close to Dave is Ballboys - and he will tell you why!
This Podcast Webpage: https://rutzconsulting.com/podcasts/episode-55-opex-with-marianne-rutz-leading-gents-with-david-rumble/
David at LinkedIn: https://www.linkedin.com/in/david-rumble-4a4a09b/
Ballboys: https://ballboys.org.uk/
Marianne at LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
I’m so proud of today’s leading lady, Nathalie Baron, Founder of Uniquepathways! She is a fellow Swiss with a wonderful Coaching Practice for Female Executives. Nathalie brings to the table over 15 years of traveling, working and consulting in the world of business and talent management.
As a professional certified Coach, Strategist and Trainer in the fields of Career Management, Leadership and Personal Branding, what really motivates her is to inspire, reveal and mobilize the potential and talents of her clients to help them achieve meaningful careers that resemble them.
In her career and leadership coaching, as in her management training and interpersonal communication workshops, Nathalie brings her vitality, her multicultural experience and her capacity to positively challenge. What she knows and often observes is that everyone has the resources within, the "golden nuggets" needed to succeed, but not always the key to extract, assemble and develop them within the company . So she accompanies Senior Executives with a professional style that sets her apart: enthusiasm, positivity, insight and a reassuring personal investment, to help them succeed in their professional project, and / or fully inhabit their current role.
In complex structures that have become companies nowadays, visibility, positioning, networking, contribution, personal brands become the key ingredients of a new paradigm. Personal Branding is an innovative approach to identify and express one's position with authenticity, consistency and control with visibility into business.
Whether to position, reinvent your professional career, dare to change direction or positively grow within your existing business, the purpose is to associate pleasure and success.
Nathalie Baron on LinkedIn: https://www.linkedin.com/in/nathaliebaron/
UniquePathways: https://uniquepathways.ch/
Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
My Podcast is produced by: https://www.unavoided.com
This episode couldn’t come any more timely…. Just recently two major UK banks have announced that their working from home solution is here to stay! But…. Mark Walton boldly says….. Not everyone is cut out for Home Working…. And Home Working is not for everyone.
So - how do you ensure you have got the right people and the right environment?
Mark has been CEO of Sensée since Feb 2019, leading the growth of the business. Sensée is the UK's leading, if not only, ethically-driven true Home Working specialist, delivering consultancy, platforms, technology ecosystem and a large highly skilled team of BPO advisors to Financial Services, Energy, Retail and many other leading Blue chip brands.
Mark is now championing the growth within the BPO Industry of disrupting, Home Working technologies and solutions. Mark is working with the Best Companies and clients in this space across the UK and Europe.
Mark has been involved in growing businesses all of his career and has specialised in the BPO, Customer Management and Marketing sectors for the past 20 years, working with major brands in the telecoms, mobile, utilities and financial services sectors. He was a Director at HEROtsc for six years and led its spectacular growth from regional player to market leader, recording a turnover of £60million.
LinkedIn: https://www.linkedin.com/in/mark-walton-0627a74/
Website: https://www.sensee.co.uk/index.html
Email. mark.walton@sensee.co.uk
Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
https://www.rutzconsulting.com
My Podcast is produced by: https://www.unavoided.com
It’s not everyday that I get to sit down with an accomplished author in the Customer Service and Customer Experience Space!
Mark Hillary is a British/Irish writer and analyst based in São Paulo. He is a former technology director turned communication adviser via his experience writing books and blogs on technology, work, and globalisation. He continues to write books on the future of technology and CX, contribute to media debate, advise corporate leaders, and ghost-write content for several leading global CEOs.
Mark candidly shares his journey in the industry, starting out in technology then turning to Journalism and Writing.
He has published 16 books focused on the development of technology and employment, he has been published by the BBC, Observer, FT, Computer Weekly, Guardian and HuffPo.
And today he advises companies on technology strategy on all five continents!
LinkedIn: https://www.linkedin.com/in/markhillary/
Host and Presenter of CX Files - Podcast
https://podcasts.apple.com/us/podcast/cx-files/id1429758213
Gig CX - Customer Service in the Twenty-First Century
https://www.amazon.co.uk/GigCX-Customer-Service-Twenty-First-Century-ebook/dp/B08MB1G9BD/ref=sr_1_3?dchild=1&keywords=Mark+Hillary&qid=1615470409&sr=8-3
Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
https://www.rutzconsulting.com
My Podcast is produced by: https://www.unavoided.com
Alex Mead was probably every contact centre manager's nightmare agent! He would not get off the phones until he was able to help the customer. He would promise a callback and do it - long before the industry realised that this might be a good process to offer.
And Alex clearly knew from the very start of his career - we are in the business of helping to solve problems.
In his career, Alex has designed customer service departments for many well known firms, including IAG where British Airways belong to! Some of his solutions seem to be just straightforward and simple - and one quietly wonders, why not every firm would implement them!
And to this date - no matter who Alex works for - he sees himself as the customer service advocate that we all so desperately need in today’s challenging contact centre environments!
Alex on LinkedIn: https://www.linkedin.com/in/alexmead
Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
https://www.rutzconsulting.com
My Podcast is produced by: https://www.unavoided.com
Over the past couple of weeks, we heard from Amazing Women, who’s bold statements included:
- Amal Hassan: You have the Power within you! All you need is to activate that power
- Celine Chan: Keep the faith - always do the right thing!
- Natallie Baron: In a world of constant change and uncertainty, where we can find certainty is within
- Paula Kennedy Garcia: Ambition is not a dirty word! Be unapologetically ambitious
- Shannon Burch: There is a reason every human is unique - so you should bring that uniqueness
- Tugs Smith: To be superwoman is unattainable! We can only be our best selves.
I am humbled to have spent roughly 6 hours in the company of these wonderful women!
The feedback on these episodes has been simply amazing and the downloads just went up and up and up. I’m so glad to see that you enjoyed the discussions. Very early on, I was asked “what’s next?” Are you doing Leading Gents? Anything else in the pipeline? Would you do a conference?
Well - I am not the one to blow my own trumpet…. In fact, my Imposter Syndrome caused me so many sleepless nights, so many unanswered questions… fear invading my thinking and doing. To the point where I engaged a personal coach in December 2020 - the wonderful Fiona Marshall (link to her LinkedIn profile in the show notes). Fiona worked with me through the EQ-i Leadership assessment. Some of the key findings in this report just blew my mind…
- I am an incredible achiever!
- People like and trust me!
- I am a realist - no fluff!
- I handle stress and crisis with a can-do attitude!
Honestly - this would indicate…. Imposter - I have nothing to do with you! You are a liar! You make me think small, you make me feel timid, you make me want to hide. Well, no more!
Yes - we are launching Leading Gents next week! An amazing lineup of some remarkable men in the contact centre industry. I promise you - these discussions are dynamite!
Yes - I am holding a conference! On Friday, 16th of April 2021 you are invited to join me and my amazing PeerCircle Think Tank for 3 hours. Packed with the latest in Customer Experience, Recruitment, HR, Operations, Health and Wellbeing in the workplace.
The speakers are top notch, with years of experience in their field! But not only that…. We are charging a small amount for this fabulous conference - all proceeds going to the wonderful Maggie’s Cancer Care Centre at Forth Valley Royal Hospital.
I was diagnosed with stage 3 bowel cancer on 29 September 2015 - just 3 days before my wedding! My family was flying in from Switzerland and Ireland that very day, when the consultant suggested I should get surgery straight away. As, if the cancer spread…. I would most likely not survive.
That the carpet was pulled under our feet is an understatement! I remember my soon to be husband to turn white - which doesn’t happen often to a serving military man. And I remember saying - No way. ‘Humphry’, as I called my tumour, lived in my gut for who knows how long, he may as well live there for another week or two.
We got married three days later, we only told close friends. Not any family members, we wanted them to enjoy the wedding. And I made a project plan (as you do!). You can listen to my cancer story in episodes 3 and 4 of the operational excellence show. I will put the link into the show notes.
At the time, Maggie’s Centre at Forth Valley Royal Hospital was under construction. I couldn’t wait for it to be completed. But… it wasn’t meant to be; financial issues, the building company went bankrupt and so many of my fellow cancer travellers had to fend for themselves, with little to no support outside Macmillans - which was mainly clinical support.
So for me it was a no brainer to become a donor to Maggie’s Forth Valley when I got back to work. Rutz Consulting supports the centre with a percentage of our annual profit as well as with workshops. It is my way of giving back and showing gratitude. I am alive - so many of my cancer traveller friends died.
So - please do join the conference, bring your leadership team too! You can find out more on our website, rutzconsulting.com! Subscribing to the Newsletter will keep you in the loop! We are sharing the line-up of speakers soon, the topics we talk about and of course the fundraising efforts.
The Think Tank is giving up their time for free and my team is also donating some of their work. Thank you Rutz’ Elfs! If you’d like to sponsor the conference, please get in touch. We would love to hear from you!
Rutzconsulting.com
https://www.maggies.org/our-centres/maggies-forth-valley/
Fiona Marshal - LinkedIn: https://www.linkedin.com/in/fiona-marshall-3514b88/
Episode 3 Going through a cancer trauma - and its impact!
https://rutzconsulting.com/podcasts/the-c-word-in-the-contact-center-going-through-a-cancer-trauma-and-its-impact/
Episode 4 The C-Word in the contact centre world - I didn’t know you were so ill….
https://rutzconsulting.com/podcasts/the-c-word-in-the-contact-center-world-i-didnt-know-you-were-so-ill%e2%80%a8/
Today’s Leading Lady is…. Yes you guessed - it’s myself!
I am interviewed by Teresa Robertson, Associate Director of HR and L&D at Rutz Consulting.
I’m honoured to be in this line-up.
My career started in Travel & Tourism - and I fell into the Customer Service / Contact Centre World by accident, as so many of us do. Having climbed the corporate ladder, thoroughly enjoying my career, I was pulled out of it quite rudely. In this episode you learn how despite the big C - in fact today I would say because of the cancer experience, I decided to create my own consultancy, in a desire to truly serve the industry I love so much.
Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
https://www.rutzconsulting.com
My Podcast is produced by: https://www.unavoided.com
Today’s Leading Lady is Tugreofia Smith, lovingly called Tugs, Vice President of A&T Ascension Consulting Inc!
ATAC is a Canadian based virtual service BPO. The jewel of their organization is their people. Remote work from home is the new frontier for many. However, Since 2011 A&T Ascension Consulting Inc. (ATAC) have been the trail blazers in the Canadian Marketplace. Tugs and her team strive to constantly evolve while staying focused on client-satisfaction and results.
Today Tugs shares the importance of being a dynamic leader and how this shows in her business. She candidly talks about the impact her lovely grandma had on her life and why the “boy’s club is not the be all end all” in the corporate world or the world of an entrepreneur.
Enjoy her pearls of wisdom! Tugs - you are amazing!
LinkedIn: https://www.linkedin.com/in/tugreofia-smith-a9a965a5/
https://www.atacinc.ca/
Email: TugsSmith@atacinc.ca
Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
My Podcast is produced by: https://www.unavoided.com
Today’s Leading Lady is Celine Chan, Managing Director of Webhelp Asia (formerly Sellbytel).
Celine joins us from Kuala Lumpur, talking us on her professional journey; starting as, what her father perceived to be a sales girl, to becoming MD of the Asian Business for Webhelp, a global Outsourcing Firm.
Celine was appointed as the Managing Director of Asia Pacific for Webhelp since 2018. She is a graduate from RMIT Melbourne, Australia with a Bachelor of Business (Accounting). She started her working career as an accountant in one of the major accounting firms before moving into a start-up, a records management company, and growing it into a leading player in Malaysia. She was the CEO of one of the largest share registrar companies in Malaysia and CEO and Managing Director of TMF Trustees prior to joining the Webhelp APAC.
Celine shares with us how her leadership style developed, she also speaks about mistakes she made and why, at the age of 26 years, becoming the MD of the firm she worked with was not really the best for her, nor for her team!
She shares candidly how rising to the top too quickly was a mistake for her career.
Right before joining Webhelp in 2018, Celine found out that she developed breast cancer. Thankfully, she found out early, and went though the treatments aggressively. After just 6 months of treatments, she was blessed to be in remission.
Celine on LinkedIn: https://www.linkedin.com/in/celine-chan-496936/
Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
My Podcast is produced by: https://www.unavoided.com
Today’s Leading Lady is Paula Kennedy Garica, Vice President of Concentrix, an award winning global outsourcing solutions provider.
Paula started her career in the contact centre world as Sales Manager in BTNI before moving into the outsourcing space and serving well known service providers such as Teleperformance, HCL, TeleTech, Sitel and now for the last 5.5 years with Concentrix. Today we chat about what is needed to make it to the top in an international firm… and it might not be what you think it is!
Hear Paula speak about Finding the North Star, the importance of a mentor and also to be unapologetically ambitious in what you do!
Paula says: We are fanatical about creating exceptional experiences across the customer journey for the world’s best brands.
We discuss the German 30% mandatory boardroom quota for women (who would come up with a figure of 30% we wonder), and we ponder over the €90k fine Paris City Hall incurred having too many women in senior roles! Honestly - we wonder would anyone have paid €90k for having too many men in leadership roles?
Paula Kennedy Garcia LI https://www.linkedin.com/in/paula-kennedy-garcia-1b90b81/
Concentrix: https://www.concentrix.com/
https://www.theguardian.com/world/2020/dec/15/paris-city-hall-fined-for-putting-too-many-women-in-senior-roles
https://www.theguardian.com/business/2020/nov/22/germany-agrees-historic-mandatory-boardroom-quota-for-women
Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
My Podcast is produced by: https://www.unavoided.com
Shannon Burch, Director of Western Financial Group and Co-Founder of Brilliantly Forward
This week's Leading Lady is Shannon Burch, a banker through and through! Shannon can look back on a long standing career in Banking and Customer Service! She served CIBC as Vice President, as Director of Business Solutions and Operational Projects with Scotia Bank in Toronto.
She led a multi-layered team of 67 leaders and 300 staff across 31 branches as Vice President Everyday Financial Services with ATB Financial before moving to the Western Financial Group where she is the head of the customer contact centre.
Shannon leads from the heart. For her it’s quite simple…. Celebrate the gifts you have in your team and let the gifts shine. In her passion project “Brilliantly Forward” she practises what she preaches every single day, allowing entrepreneurs to tap into her wealth of experience so they can shine.
LinkedIn: https://www.linkedin.com/in/shannon-burch-1321ba12/
Brilliantly Forward: https://brilliantlyforward.com/
Western Financial Group: www.westernfinancialgroup.ca
Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
My Podcast is produced by: https://www.unavoided.com
Amal Hassan, Founder and CEO of Outsource Global, Nigeria.
The very first guest in this exciting Leading Ladies Series is Amal Hassan. Amal Hassan is a leading Nigerian technopreneur with diverse interests across different technology verticals. In 2003, Amal set up the first organized ICT training institute in Kano that provides IT training to young Nigerians, especially women. Her passion to unlock Nigeria’s developmental potentials through technology-driven innovation and value-addition led her to build, capitalize and restructure a series of technology-related businesses that succeed in developing talent and creating employment for young Nigerians.
In 2013, she founded Outsource Global, a contact center business process outsourcing that now has offices in Abuja, Lagos, and Kaduna. Under her leadership, Outsource Global has emerged as the leading Nigerian contact center provider servicing the international market, turning the company into a truly global BPO giant, creating over 700 jobs and putting Nigeria on the global map for contact center business process outsourcing.
Amal’s entrepreneurial prowess and business acumen continue to set her apart as a highly regarded emerging business leader in Nigeria. Over the years, she has participated in local and international business missions and attended various professional and leadership courses, conferences and seminars both locally and abroad. Widely regarded as a role model for the girl-child and women especially in northern Nigeria, she has continued to mentor young leaders across her industry.
Amal earned a Bachelor of Science degree in Business Administrations from Bayero University Kano, Nigeria and a Master degree in Business Administration from the same university. Amal is a partner in Bluetag Group the holding company for Parkway Projects, HealthStation, Bluetag Technologies, Bluetag Synergy and Outsource Global. Amal is also an Alumna of Fortune-US Department of State Global Women’s Mentoring Programme- which links young female leaders to Fortune‘s most powerful women.
LinkedIn: https://www.linkedin.com/in/amal-hassan-5992a346/
Outsource Global: https://outsourceglobal.com/
YouTube: https://www.youtube.com/watch?v=nPanMBDvAYQ
Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
My Podcast is produced by: https://www.unavoided.com
On 01 January 2021 the UK leaves the EU and we are facing new ways of doing business in our contact centres. We have had 4.5 years to prepare for this moment!
In this episode I’m looking at what you need to do for your people, your processes and how to safeguard your profit in the post EU world! Although, at the time of recording there wasn’t a final decision on whether we leave with or without a deal - but things change regardless.
Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
My Podcast is produced by: https://www.unavoided.com
Gratitude is the key to happiness!
Even in difficult times like 2020 - where so many people have suffered the loss of a loved one, lost their job maybe, struggled with loneliness or depression - Practising gratitude can change your day!
Step 1: Thank
Step 2: You
Then Thank you, Thank you, Thank you for each step…
Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
My Podcast is produced by: https://www.unavoided.com
There is ONE hack I want you to do every single day! In this episode I tell you why it’s important to stick with this one hack!
You will also learn...
- How knowing your leadership Style and your Kolbe support your teams performance
- How you can have ONE hack conversations with all your team members
- How to address the strengths or the lack of performance with your team members in 15min every day
- How to schedule a Power Hour
LeapAcademyInternational: https://leapacademyinternational.com/product/team-turn-around-bootcamp/
Eisenhower Matrix: https://drive.google.com/drive/u/0/folders/1nG8kDyVULfbsEDBib_qxECJrkBP-Ikmo
Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
My Podcast is produced by: https://www.unavoided.com
In today’s episode I’m taking you behind the scenes of Rutz Consulting - and in fact of any operation that I have led in the past! You all know by now, that my contact centre career has taken me to BIG names such as Hertz, PayPal, Sitel, Ralph Lauren, Santander… the list goes on.
I hear very often - there is no entrepreneurial spirit in the corporate world. And this might be true for a lot of firms. But not for all of them! It’s down to you as the boss of your contact centre unit to create the business you want it to be. Plus…. Any manager I know, who treats their unit as their own business enjoys so much more fun, sees productivity soar and subsequently their career moving forward… pretty fast.
Today I’m taking you through 7 reasons / 7 areas of focus that you want to consider when running your unit:
1. Know your Finances and Growth
It is absolutely paramount that you keep the financials for your area in your peripheral vision at all times. You might say - well that’s not for me, I’ve got a Finance Department for this. Far from the truth! You are creating costs! You are “spending” money, you can make a profit.
Cost Factors are: Attrition, Absence, poor learning journey, poor product knowledge resulting in poor NPS scoring. Profit Factors are: Exceeding contractual Service Levels, High NPS score, high quality scores. Some firms calculate the cost per contact. If you don’t know what this is - go and find out! If you don’t know how much attrition costs - go and find out what your recruitment department spends on advertising, pre-screening applicants, potentially personality testing, Find out how much overtime hours cost! And try to evaluate what the loss of knowledge is costing your operation! And you will very quickly notice - Financials are important.
Another question you want to ask, especially in outsourced contact centres - what is the forecasted Gross Margin! From there you want to know the Net Margin (after cost) and subsequently the EBITA contribution (Earnings before Interest, Taxes and Amortisation). Now this figure may vary by industry! But do go and ask your Finance Director what this number would be!
2. Marketing & Visibility are everything - but...
I hear you! You are probably saying “I have nothing to do with Marketing”
Think again. Anything you produce for a business review meeting, maybe for a breakfast meeting or for a client quarterly review meeting creates visibility of you, your firm and your team! So be clear on your powerpoint presentations! No typo’s, no silly jokes that might upset others. Always ask yourself - who could see this piece of work! Think the boss of your boss! That’s two tiers above you!
Also - if you have an online profile on Facebook, Instagram or LinkedIn - you want to be mindful that this is a public platform potentially referencing to your employer. Yes - you can get fired for posting on Social Media. You can get fired for
leaking companies news
Pretending to be in a deadly terrorist group (yes - it happened)
> Tweeting about lifestyle and drug possession - especially if you are a teacher
Racist tweets (happened to British politicians)
Posts about how much you hate your role or / and your employer
Posts that insult your companies customers
And the list goes on.
Do employers do social media background testing? I can tell you - yes they absolutely do!
3. Scaling - adding human capital to your Unit - do it with purpose and know your WHY!
Very often a department starts small. It’s not uncommon that an outsourcing contract for a language account starts off with 10 agents and 1 Team Manager! However - you need to think about where this department is going! In other words - it is not very effective nor efficient to employ one Operations Manager for 10 Agents and 1 Team Manager!
Your offering needs to grow, add additional human capital under this ONE Ops Manager! Scaling is growing!
Growing is knowing where to let go of things.You see - not everything you do is adding value to your operation, your business! So think! Trim the fat! Implement changes in processes, Skill set requirements etc. This leads nicely to point number 4.
4. Operational Efficiencies make you profitable!
Only your ops manual will show where you can gain operational efficiencies! We have an entire Podcast dedicated to your Ops Manual - have a listen to episode number 28! Please do download our very simple workbook. It cuts the elephant in pieces. And we - at rutz consulting - are here to help you make it happen. Get in touch via the contact form on our website.
5. Innovation is king!
In many firms - innovation and automation are value add’s and do sit outside the operational day to day delivery of your service. However…. The best ideas come from your frontline team members! They identify very quickly what could be done better.
Albert Einstein said: You can’t solve a problem on the same level it was created. You have to raise above it - to the next level!
May I make a suggestion? The best way to do this in your own teams is taking a group of agents off the phone and inviting them to brainstorm the problem! You will not only get various angles of the one problem but you will get ideas how to solve the problem. Or at least where to start looking for solutions! This doesn’t cost a lot of money - and it goes a long way in employee engagement.
6. Customer Experience makes or breaks your business!
We all know - CX is the buzzword in our industry. Everybody talks about it - nobody does anything for it! What would happen if you started to care about your internal customers? For example: What if recruitment really cared about operations? And treated Operations as their customer? You got it…. The recruitment department would be consistently feeding your pipeline, so that you always had a bank of potential new colleagues to fall back on to.
What if Operations really cared about Learning and Development? Your knowledge base would be up to date, because you would feedback to your L&D what is changing.
We do have an amazing episode with Daniel Ord in our podcasting series! Episode 19. Dan is also a guest expert in our LEAP Academy - the Academy for contact centre professionals. If you want to learn more about LEAP - check out the website LEAP Academy International. 7.
7. Invest in personal growth - and believe it happens for you and for you only!
In my entire career I took care of my own personal growth. By that I mean - I kept learning, and I am still learning! Not necessarily technical, job related skills - but gaining knowledge in areas of interest to me. For example I started to study applied occupational psychology a few years ago. Simply because I was always interested in “what makes somebody tick to come to work”.
I’m a big fan of personality testing. Whether this is a Disc Assessment, Strengths-finder, Thomson International or my absolute favourite the Kolbe A Index - I sit down and study the result, in an effort to understand myself better and help others to work / live with me.
I am part of an amazing mastermind group and more recently I lead a Think Tank - the PeerCircle - where we discuss contact centre and personal issues in a Chatham House like environment. The group is by invitation only - but in 2021 I will open a handful of spaces. Please get in touch if you would like to be considered!
Last - but not least - I enrolled a coach / mentor. My very first mentor was Gregor Finlay. He was my guest in Episode 11! You can listen to how he helped me through a steep career path in my beloved contact centre career. I would love to hear what resonated with you from today. Let me know where we can help you and your contact centre to strive in 2021!
Yes - you can get fired for Social Media posts! https://www.themuse.com/advice/yes-you-can-get-fired-for-your-social-media-posts-9-times-people-learned-this-lesson-the-hard-way
Ops Manual: Episode 28 https://rutzconsulting.com/podcasts/episode-28-opex-with-marianne-rutz-how-to-design-and-produce-an-operational-manual-fit-for-purpose/
Clash of the Forces - Episode 19 https://rutzconsulting.com/podcasts/episode-19-the-clash-of-the-forces-operations-manager-vs-customer-experience-manager/
www.leapacademyinternational.com
How Executive Coaching helped me to drive and grow in my contact centre roles
https://rutzconsulting.com/podcasts/episode-11-how-executive-coaching-helped-me-to-drive-and-grow-in-my-contact-center-roles/
My Podcast is produced by: https://www.unavoided.com
My Guest today is Louise Brogan - the founder and owner of Social Bee Northern Ireland (NI). Louise started off as a Social Media expert, providing training on Facebook set up, usage, LinkedIn and other Social sites. Over the last year however she very much niched down into LinkedIn and has become one of THE most recognised experts for LI in the UK.
She has written articles for the Social Media Examiner - an esteemed and well thought of online magazine, she has been published in the Huffington Post and the Guardian. Louise hosts regular free LI training modules on LinkedIn - you should check it out!
Did you know: 90% of people using LinkedIn are lurking. They are scrolling through posts and profiles. 9% of people will comment or interact with posts and only 1% are sharing content.
When someone clicks on your profile, is it showcasing what you do and who you work with? Are you losing business because your LinkedIn is looking a little sparse?
SocialBeeNI: https://socialbeeni.com/
Louise on LinkedIn: https://www.linkedin.com/in/louisebrogan/
Rutz Consulting: https://rutzconsulting.com/
Marianne Rutz on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
My Podcast is produced by: https://www.unavoided.com
For so many of us 2020 will be the most remarkable and memorable year in business - yet maybe for all the wrong reasons….
- Less customer contacts leading to loss of revenue
- Overwhelmed contact centres with too many employees falling ill with stress
- Huge efforts made to enable the workforce to work from home - yet the inital enthusiasm has worn off - so what now?
- Furloughed employees as long as possible - but then having to make them redundant, as funds are running out
- Quality of work deteriorating
- Impatient customers
You name it - and it’s quite easy to just hope that 2021 will be different.
There are still two months left - so in today’s episode I’m sharing how you can make a difference in your customer service centre - and how you can set yourself up for success in 2021!
1. Leading People
One of the simplest ways of engaging with your now remote teams is to invite them to virtual “brown bag lunches”! Remember, when you were in the office, you took the time to walk the call floor regularly, you sat with your advisors, you could hear what was going on first hand. Now this has all changed.
And whilst a majority of Working From Home Advisors state that they loved to see their leaders in a jumper instead of a suit, loved to hear their dog barking or a child dashing in and out of the office, they miss the leadership of their line manager - and more importantly of their executive team!
Play a game when you are with them! Just to break the ice! I recently attended a virtual conference and we played a wikipedia game! Given a starting point - who ever arrived at the final destination without leaving Wikipedia had won!
Here is how it works:
Open the Wikipedia homepage:
https://en.wikipedia.org/wiki/Main_Page (remember to stipulate the language you wish to use)
Start with a key word such as: Black Raven
Key this initial word or word combination into the search bar on the top right hand corner.
Now - as everyone is on the start page for the game give them the end work - for example Elizabeth The Second.
The aim is to get to “Elizabeth The Second” only using links within the articles you are looking at!
To prove that the winner didn’t cheat you will have to ask the candiate to back space from Elizabeth 2nd to Black Raven and verify that only Wikipedia pages have been used.
It’s fun and lightens the mood!
If you are hiring for peak or because you realise your team needs more people to cope with the workload - there is so much talent in the market place just now - you can choose. That’s a great place to be in, but also for all the job-seekers a very stressful place!
Please be considerate. Communication is key! It breaks my heart to hear and read stories where people have applied for jobs, and not even got an acknowledgement that their application had been received. Or they went for a screening interview (not uncommon, in fact quite best practice, I don’t want to waste your time, nor do I want to waste my time) - but never got any feedback!
It is reasonable and best practice to be in touch with your candidates within 24 to 48 hours. Also - if you do hire - be clear on the budget. In essence, if you have a salary budget in mind - advertise this clearly, don’t make false promises! Right now you, the recruiting manager, holds all the power. Integrity is the word. Download our free Recruitment and Onboarding Checklist. The link is below.
2. Improve Process
In a recent conversation with my hairdresser, we discussed the New Normal. Besides the fact that the current working circumstances are here to stay for the foreseeable future, Gary made a very interesting point. He said:
“I don’t understand what the fuss is, about the New Normal. We have always focused on excellent customer service and high employee engagement. So for me it’s just MORE of normal than normal.” We offer more training, we offer more service, we just offer more of everything than we did before. This allows us to claim excellence. And it pays off. Frances Hunter Hairdressing is a Finalist in the British Hairdressing Awards 2020!
One of the main complaints I get when speaking to frontline managers is that they do not have the tools or knowledge to perform their roles effectively and efficiently! That’s an interesting thought, considering that globally in 2020 there was a budget for Learning & Development of 370 Billion Dollars. A massive amount!
The average spend per employee for learning and development this year is $1299 in the US but only in the UK 30% of all firms only spend an average of £400 per employee on L&D. Given that that the current situation is new to everyone, this is a concerningly low number! Even more concerning given the fact that 43% of the firms surveyed said their L&D budget is not to be increased in the next 12 months, 19% even say - it will decrease.
So - how does this sit with the work your team is asked to perform? And how does this sit with the customer experience your firm is asked to provide?
In order to finish the year strong - give your management team (especially team managers and operations managers) the tools to effectively work with their workforce. And help them to be leaders and managers (which is not the same!)
Another process you definitely want to improve is your operational handbook - the manual your team should have had at the start of the pandemic. There is an entire episode dedicated to this topic on our website, rutzconsulting.com. Just search for;
Episode 28 - How to design and produce an Operational Manual.
You can download a Blueprint I am using in my own business and have used as a framework in so many contact centres! Now is the time to document your workflows, your processes, your contacts. You will find the link in the show notes.
3. Amplify Profit
You are most likely in the process to finalise your budget for 2021 and get it signed off. This can be so stressful, I know! Depending on the business model you are running, you have so many moving parts. The more complex your contact centre set up is, the more complex most likely your budget is too.
You probably often wish - you, as the finance director - had more direct input from your operational team. And you ops team probably wishes they were consulted when a budget is created! In episode 31 “Finances made Human” - Andi Lonen explains in layman's terms how you can ensure that your budgeting process becomes easier, more realistic and subsequently much closer to reality, hence easier to manage.
The link to this episode is below.
Financial Performance is not just about the money coming in though! It is equally about the money going out! In our industry, the evolving door is one of the biggest costs. Yet one that is totally in your control! Absence and attrition can kill an operation! Just imagine - the cost to recruit, the cost to train, the cost of overtime to meet your service levels, the cost of absence due to stress, etc. etc. When I work with frontline operational managers I often notice that they have no idea what this figure actually looks like.
If your team leader doesn’t know the absence percentage or the attrition percentage of his team and how this translates into actual cost in pounds or dollars, then you must correct this. In the LEAP Academy we dedicate a full module to this topic!
Actions you can take today:
- Schedule a Brown Bag Lunch for 45 minutes with up to 10 members of your frontline teams!
- Enroll your Operational Leaders in a skills development course. Of course we would love to give you a capability briefing of the LEAP academy. There are so many other courses out there. Just do it!
- Revisit your hiring process. Ensure you provide feedback
- Write this OPS Manual! You know it’s well overdue!
If any of the topics resonate with you and you might find yourself in a position where in the next 3 to 6 months one of them might cause you a challenge, please do reach out to me and my team. We would love to talk to you in the next 30 days and evaluate how we are able to help! You can find us on rutz consulting.com or talk to me directly via linkedIn messenger.
As I am recording this, I want to share with you that rutz consulting has been accepted in the Programme for Growth with Business Women Scotland! I’m delighted to be spending a couple of days in the company of other, women lead, Scottish businesses. Learning together, sharing experiences and expertise. Of course my experience will turn into a podcast towards the end of this year.
https://rutzconsulting.com/wp-content/uploads/2020/07/LEAP-Recruitment-and-OnboardingCheckListV1.pdfLEAP Academy: https://leapacademyinternational.com/
Podcast Episode 28 - How to design an Operational Manual https://rutzconsulting.com/podcasts/episode-28-opex-with-marianne-rutz-how-to-design-and-produce-an-operational-manual-fit-for-purpose/
Podcast Episode 31- Finances Made Human https://rutzconsulting.com/podcasts/episode-31-opex-with-marianne-rutz-finances-made-human-with-andi-lonnen/
Rutz Consulting: https://rutzconsulting.com/
Marianne Rutz on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
My Podcast is produced by: https://www.unavoided.com
Peter is THE go-to expert for data relating to the BPO industry. He has been at the forefront of contact centre services market advisory for over a decade!
He began his career in London at Datamonitor in 2003 and quickly established himself as one of the foremost experts in the burgeoning Customer Experience (CX) sector. Over the course of his career, Peter has advised contact centre outsourcers, their clients, industry associations and governments, on matters ranging from vertical market penetration and service delivery, to best practices in offshore positioning.
Peter Ryan’s expertise in outsourcing has been recognised multiple times. He was awarded callcentrehelper.com’s most recent prestigious Best Respected Contact Centre Professional and was included in Fonolo’s Top 16 Analysts Covering Customer Experience. He was also included in each iteration of the Nearshore Americas Power 50 influencers listings, which identified the most important outsourcing executives in the Western Hemisphere.
And just on the 20 October, the day of the recording of this episode, Peter was included in the Top 20 Social Media Superstars in Nearshore technology services.
Throughout his career Peter Ryan has been a much sought-after speaker, headlining multiple events around the world. He has also been frequently quoted in the media on a variety of matters pertaining to BPO and contact centres.
Ryan Strategic Advisory https://ryanadvisory.com
https://www.linkedin.com/in/peter-ryan-montreal/
Latest BPO analysis relating to the African Continent: https://ryanadvisory.com/africas-bpo-star-rises/
My Podcast is produced by: https://www.unavoided.com
Artificial Intelligence - a buzz word in the contact centre world - and one that can eat up a lot of resources, money and, frankly, often does not produce the desired result.
My guests today are David Naylor from Humanotics and Paul Carter from Customer Management Resources. Two experts in their fields - working together helping contact centres to get their Artificial Intelligence gathering right, employing people with unique skill-sets to drive the results and subsequently the savings that firms are looking for.
Enjoy the conversation!
Humanotics: https://www.humanotics.ai/
Customer Management Resourcing https://www.wearecmr.com/
Digital Workforce Guide: https://lnkd.in/d8M_FP7
Paul Carter on LinkedIn: https://www.linkedin.com/in/paulcartercmr/
David Naylor on LinkedIn: https://www.linkedin.com/in/drdavidnaylor/
My Podcast is produced by: https://www.unavoided.com
My guest and his team just recently won the European Customer Centricity Award 2020 in “Digital Transformation” and “Best Measurement in Customer Experience” - recognizing Signify’s digital transformation of their Customer NPS programme.
Signify’s Head of customer satisfaction Bart Hendrik Huisman says “this journey has brought customers closer to us. It has empowered our people to define and implement improvements. Creating better experiences for our customers - that’s the impact we are most proud of”
Alex de Groot is part of this winning team - from a procurement point of view!
Let’s face it - every customer service operation is a cost to the business. So setting it up, identifying where to go and how to get value for money is an integral part of the business! When it all comes together and wins an award - the customer service operation has turned into a profit centre. Happy, loyal customers.
Alex candidly shares how he narrowed down the number of locations he looked at when searching a global solution. But also how some of his potential partners deselected themselves! Yes - that’s possible!
We speak about Customer First in a savings driven environment! Why you must know and quantify your hidden costs and quite bluntly…. You get what you pay for!
https://www.signify.com/
Alex de Groot: https://www.linkedin.com/in/alex-groot-de-1ab5a931/
Gemseek: https://gemseek.com
My Podcast is produced by: https://www.unavoided.com
What we thought would pass and was initially called the “new normal” for a period of time…. Is most definitely here to stay.
Contact Centres all over the place have moved their frontline delivery workers into home offices - and it would appear that this will be the trend for the foreseeable future.
In this episode Karen Abass, Operational Lead of Sainsbury’s & Argos Customer Service Team of the TU Clothing brand, shares very candidly the challenges her team has faced, how service delivery has changed and most importantly how connecting with your customers and your individual team members makes all the difference.
Learn how Sainsbury’s ensure new hires loving the brand and are all committed to the brand. Hear how Sainsbury’s adapted their scheduling to support Homeworkers and their personal circumstances, to get commitment from their colleagues and yet deliver a commercially viable solution.
Preparing for peak - how to implement a psychological contract with your workforce. Peak recruitment is always massive - we have to get it right! The streamlining of the channels that customers contact Sainsbury’s, reflecting and allowing for changed customer behaviour.
These 3 top tips are NOT to be missed!
https://www.sainsburys.co.uk/
Karen Abass on LI: https://www.linkedin.com/in/karen-abass-27765741/
My Podcast is produced by: https://www.unavoided.com
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 the lens of a contact centre leader!
What does it take for my centre to become the Ritz-Carlton of Contact Centers?
Let me start with a quote from Yael Ron:
“To create an exceptional customer experience, you don’t start with the customer; you start with the employee. This surprises a lot of people, and a lot of people get this wrong,” says Ms. Ron. “The gemstones of our hotel are our Ladies and Gentlemen [Ritz-Carlton’s term for its employees]. We embrace them and support them, and we know we can count on them to nurture and grow the interactions with our guests.”
The Ritz-Carlton works with 5 principles that are applicable to organisations in any industry that are striving to create a superior customer experience, a superior environment and a superior culture in your organisation.
- Jealously guard the culture that defines you as an organization.
A lot of firms tell me they are all about engagement and relationships! I have seen it on the walls of big firms, quotes such as this one (an airline I was privileged to conduct a review of their contact centre delivery)
Safety: We never compromise on safety
Simplicity: We cut out the things that don’t matter to keep us lean and make it easy
One team: Together we'll always find a way
Integrity: We stand by our word and do what we say Passion: We have a passion for our customers, our people and the work we do
Pioneering: We challenge to find new ways to make travel easy and affordable
The question now is… How do we keep it that way? How do we keep the promises we make to our customers? At the end it all comes down to the culture of the firm. And the culture of any firm is created by its people. So naturally - you need to watch, nurture and embrace your culture - which means you have to invest in your people.
Wikipedia says the following about culture: Culture is an umbrella term which encompasses the social behaviour and norms found in human societies, as well as the knowledge, beliefs, arts, laws, customs, capabilities and habits of the individuals in these groups.
This means - you must give your onboarding process, your employee engagement process and your offboarding process a lot of thought! And your L&D department should really be the busiest in your entire organisation!
- Engage customers when they want to be engaged.
Remember when the only two ways of contacting a customer service department was either by phone or by letter? Then by Phone, Letter (or Fax) and email? We have come a long way - but in principle - give the customers a number of ways to engage with you - so that they can choose how they want to engage with you!
This means give people options!
Let’s look at the airline industry again: Today you can check-in online. You can get your boarding pass on your phone, you can download it as a PDF, or you can print it off at one of the airport kiosks. Getting your boarding pass is maybe not something people want to spend a lot of time on and we need to respect that.
- Daily traditions and customs make the culture.
In Episode 6 I introduced the daily huddles with your teams - that’s what we are talking about here. Creating a customer-focused culture isn’t something you set in place one day and then believe it will last forever. You have to work on this every single day. For that to be successful you need to know your people, your metrics, your coaching, But you also need to celebrate successes, award your teams and energise your teams positively so that they can perform at the highest possible levels.
When I worked with Ralph Lauren we encouraged our teams to start working with the fashion season, look at what’s in, dress in our favourite looks. We had Ralph Lauren clothes to raffle off each quarter, people just loved to feel part of the brand! How could you start to introduce meaningful traditions in your contact center? Especially now - where everyone is working from home - you must give new traditions a lot of thought.
- Strive for both big “wow” moments and smaller “everyday wow”
Here I simply quote Ms Yael Ron and Micah Solomon: “Wow moments are important in building stories for our guests to take home with them. But the point isn’t how big of a wow you create; it’s about how much heart you put into making it truly thoughtful for the guest. It can be as small as remembering your guest’s favourite flower or scent, or as big as creating a special day full of wows. It’s not about what money can buy; it’s about what money can’t buy–the efforts and attention of genuine, caring people.”
5. Develop your people over time.
In my LEAP Framework - Leading People, Executing Process, Amplifying Profit - working with my people is the most important principle of all! How can you as a manager put your team members first?
-
you remember their birthday
-
you know their spouses and their kids’ names
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you know what they are good at and foster that strength
* you offer them regular one-on-ones and coaching (if you don’t know how to fit it all in - go back to episode 6 How to set yourself up for a successful day in the office
I’d like to give credit for inspiration to Micah Solomon, who is the author of “Ignore Your Customers (and they will go Away)” - the link to his book is below.
And also to Ms Yael Ron, General Manager of the Ritz Carlton Hotel in San Francisco - you will find the link to the Forbes articles and her thoughts.
Micah Solomon - Ignore your customers (and they will go away) https://micahsolomon.com/books/ignore-your-customers/
Yael Ron: https://www.forbes.com/sites/micahsolomon/2020/02/23/how-to-bring-ritz-carlton-caliber-customer-service-to-any-type-of-business/
My Podcast is produced by: https://www.unavoided.com
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 in complaint handling.
She explains candidly why the current Dispute Resolution Rules are hopelessly out-dated (they are over 20 years old) and why we need to consider all communication channels to receive complaints. Including snail mail!
Sarah shows us what we can do here and now to prepare for the Tsunami of complaints that no doubt will hit businesses in the next couple of months. She also talks about why we - as leaders - owe extensive, holistic complaint handling training to our frontline staff.
LinkedIn: https://www.linkedin.com/in/sarah-lawrence-6b1146a6/
Website: https://cwsltraining.com
Free Resources: https://cwsltraining.com/quick-guides/
LEAP Waiting List: https://leapacademyinternational.com
My Podcast is produced by: https://www.unavoided.com
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 backlogs, dipping quality, high absence rates, missed KPI’s - hence potential penalties. It is simply awful. And instead of making money in peak season, you are losing money for your firm.
What if you could get your team in tip-top shape right in time for the next peak season? What if you could shift your mindset from overwhelm… to I can do this? What if you could actively take your team members by the hand and work with them over a 6 weeks period - resulting in positive performance improvement and personal growth? What if you could do this within your normal working day, effectively and efficiently?
It is possible! The Team Performance Turnaround BootCamp is designed to do just that.
Over a period of 6 weeks, Teresa, our Learning and Development Expert, Laura, our Office Angel, and I take you through this interactive, blended learning course! And we guarantee - that you and your team will be in the best possible place to tackle peak!
Here is a sneak preview of the course!
LEAP Waiting List: https://leapacademyinternational.com
My Podcast is produced by: https://www.unavoided.com
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 more broadly around the world? Well - it wasn’t that - it was more about: What have I got to say to this topic? I went and learned, read, spoke to people in order to educate myself.
Eventually, I was comfortable that I could put an episode together on this topic - but then…. I struggled to find someone who would competently and with love and empathy speak to the topic. - Until I found Berthine.
We speak about why ticking the diversity box is not enough anymore - in fact it never was. We also discuss how to capture the heart of a predominantly male board - not uncommon in the corporate world.
Berthine shares with us how to create psychological safety for all members of staff to be who they are and we discuss why growth is so much bigger and more powerful than perfection!
LinkedIn: https://www.linkedin.com/in/berthinecrevecoeurwest/
Website: https://westgrouptraining.com
Podcast: https://westgrouptraining.com/podcasts/
Books: https://westgrouptraining.com/books/
LEAP Waiting List: https://leapacademyinternational.com
My Podcast is produced by: https://www.unavoided.com
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 approach my guest John Deviln of Ascensos not only built one successful contact centre, no - he did it again!
John and I discuss his secret sauce (and boy - there must be one, Contact Centres are a tough gig). We also share our views on why we keep it simple.
And…. whilst everyone is talking customer experience, customer effort John has one outstanding philosophy: Reduce Client Effort. That’s what small, boutique solutions do - we reduce bureaucracy and make it easy for our clients.
John and his team are proud of their Non-Cookie Cutter approach! John also talks about #theAteam - which has kind of become his digital marketing handle and we learn how Archie - the dog, Recognition VP and Chief Fundraiser, plays his role in the business.
Not to forget - what has ballet dancing got to do with it all?
LinkedIn: https://www.linkedin.com/in/john-devlin-ascensos-4731521
Website: https://www.ascensos.com
LEAP Waiting List: https://leapacademyinternational.com
My Podcast is produced by: https://www.unavoided.com
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;
- Listen to your staff
- Do your research
- 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!
LinkedIn: https://www.linkedin.com/in/karen-somerville-aaa99127/
https://www.angelsshareglass.com
LEAP Academy Waiting List: https://leapacademyinternational.com
My Podcast is produced by: https://www.unavoided.com
My guest this week is Andi Lonnen, Founder of the Finance Training Academy, Speaker and Author - all things Finances.
Andi founded her business after a sabbatical cycling the Swiss Alps! I just had to get to know this lady and find out what made her leave her Chief Financial Officer role and start a training business in Finances!
In the contact centre world, very sadly, many managers see the finance department as a stand alone financial department, not very personable. Also, many managers do not understand their contribution to the financial performance of the firm. Andi explains very candidly that this doesn’t have to be the case - especially now where so many firms face difficult decisions based on their financial performance, driven by Covid-19 and its impact.
So, learn here about what an empty quarry has got to do with generating extra revenue. Also learn how asking your frontline people for ideas and inviting them to vote on their preferred initiatives can curb financial hardship in your firm.
In challenging times like these Andi’s wisdom is gold!
LinkedIn: https://www.linkedin.com/in/andilonnen/
Finances for Non Financial Managers: https://www.youtube.com/watch?v=1fPRcxdaJO4
Website: https://financetrainingacademy.com
Book: Be Fabulous at Finance: https://financetrainingacademy.com/product/be-fabulous-at-finance/
LEAP Academy Waiting List: https://leapacademyinternational.com/
My Podcast is produced by: https://www.unavoided.com
My guest today is a lady I absolutely admire! She founded a boutique operations management firm 15 years ago and to date serves CEO’s of Small Businesses but also C-Suite Executives as a consultant to instil operational excellence in their businesses! Alicia reviews her clients’ business infrastructure by using her very own Kasennu Framework for Business Infrastructure. Wow - She will tell us a story two!
Alicia is the host of the weekly Business Infrastructure: Curing Back Office Blues podcast. She also authored a two time Amazon bestseller book “Behind the Facade: How to Structure Company Operations for Sustainable Success! Alicia and I only met a couple of months ago - but we hit it off! There are people who’s path you cross - and you simply click with them Alicia is one of these people. Her mantra is simple and applies to everything she does: "Leave it better than you found it."
Links:
• 𝗖𝗘𝗢𝘀 𝗼𝗳 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀: https://aliciabutlerpierre.com/consultant
𝗖-𝗦𝘂𝗶𝘁𝗲 𝗘𝘅𝗲𝗰𝘂𝘁𝗶𝘃𝗲𝘀: https://aliciabutlerpierre.com/consultant/#enterprise
𝗕𝗼𝗼𝗸𝗶𝗻𝗴 𝗔𝗴𝗲𝗻𝘁𝘀 & 𝗘𝘃𝗲𝗻𝘁 𝗣𝗹𝗮𝗻𝗻𝗲𝗿𝘀: https://aliciabutlerpierre.com/speaker/
𝗣𝗼𝗱𝗰𝗮𝘀𝘁 𝗛𝗼𝘀𝘁𝘀 & 𝗣𝗿𝗲𝘀𝘀: https://aliciabutlerpierre.com/media/
LEAP Academy Waiting List: https://leapacademyinternational.com
My Podcast is produced by: https://www.unavoided.com
Last week’s podcast was all about the Ops Manual – so that your operations run like clockwork - even when you are not there. Or – so that in a crisis – as COVID 19 – you have it all in one place and won’t have to frantically search for documents or processes!
It did make me think though. What is Excellence? What does it actually mean?
Let’s have a look at the origins of the word:
“Excellence”
The word originates in Latin – “Excellere” & Excellentia” meaning surpass. According to the Oxford Dictionary – the word was used a lot in the 19th Century, but then – in the 20th Century it dipped considerably only to gain an upwards trend again in the 21st Century – peaking slightly again in 2002 – and remaining stable as of 2017
The Oxford dictionary explains excellence as “the quality of being outstanding or extremely good. We all know the quote “Jack of all trades, master of none” by Benjamin Franklin
It is thought, however, that Franklin was misquoted and actually he had said “Jack of all trades, master of One”! So that would indicate that Excellence is achieved once you master your ONE, your trade!
In the contact centre context, Operational Leaders are often frowned upon as “None Experts” – as oftentimes we need to bring the subject matter expert in. For example for Workforce Management, for Quality Control, for training etc.
Many Ops leaders did stints in other areas of the business – and returned! For me – most definitely this was the case! I ventured into Account Management, Project Management, even HR – but – I always went back to Operations!
With every bit I learned in other departments I became a more rounded Ops leader and also a more passionate Ops Leader!
You see – Master of One in Silo is quite common! Master of ONE in Operations or General Management is rather rare.
I’m making this very bold statement:
Truly skilled and people-focused Operational Leaders are the backbone of every successful Business / Contact Center!
What makes someone an Expert producing Excellence?
I recently came across Jordan Raynors Book “Call to Mastery” – I will refer to it in the show notes - Jordan explains that there are 4 steps in the pursuit of Excellence:
- Explore
- Choose
- Eliminate
- Master
These 4 steps nicely reflect how you - in operations - can become an expert in your field.
But let’s take it Step by Step
1. Explore
No other industry offers so many opportunities to learn and qualify in a subject matter than the contact centre industry does. If you are fortunate enough to work in a customer services centre - then do go and explore all departments that are of interest to you. Moving around is quite common! It also broadens your horizon and you learn how things hang together.
I was quite astounded to understand the HR impact front line operations created by not diligently doing one on one’s, return to works or annual appraisals. Only when I spent a couple of months in HR and took courses in HR matters I realised how vitally important it was to work closely with my HR Business Partner! And believe me - the first time I was called to an employment tribunal I was eternally grateful for the fact that my paperwork was watertight! All there - done by the book.
2. Choose
As we explore - we are, more than once, called to choose - especially if we love what we do! My basic question has always been: where can I serve people best? And where can I serve God best? For me - it was not a question of money or prestige - but a question of servant leadership (which I learned from my dad) Being a Relator in my Strengths-Finder also points in the direction of people management and relationship management.
And - as I get bored rather easily - loving the fast-paced Ops environment - HR for example really wasn’t for me. When we are asked to choose - there is always an option to either persevere or to pivot. Sometimes - it’s just not right - then go and pivot, find the next good thing and know that you tried. The process of elimination is a valid process. Other times you know that it’s right, but it’s tough going. Then - perseverance is required - with the view that you will learn a lot.
Jordan Raynor writes in his book: “Choosing your vocation is not about choosing between good and bad or right and wrong. It is about choosing between better and best” - this sums it up nicely!
3. Eliminate
Now the work begins! You have explored, you have chosen! Now it’s all about sticking with it and eliminating distraction. It’s now about boundaries! Saying “no” to nonessentials. Saying “yes” to the essential. Be aware of Side Paths . Especially Operational Leaders with a lot of experience in other, related fields, need to learn to say Yes to Essentials and NO to nonessentials.
For me - as a recovering people-pleaser this is not an easy thing to do. I learned, that, if I am not working in my Zone of Genius - then I get annoyed, stressed, unhappy. Saying no, lovingly is an art - and has to be practised! As Ops Lead you are most likely asked to support Bid-Management or leading a Project or stepping in on Transformational Programmes. All great opportunities. But if the do not serve your calling - leading people - and take you away from leading your people, you might have to say “No”.
4. Master
In his book Jordan Raynor debates whether passion comes with mastery or mastery results from passion. He comes to the conclusion that, to do something really well, you should start off with an apprenticeship, followed by purposeful practice and then discipline over time. Clearly - there are no short cuts to mastery. In my own career I can truly say I did my apprenticeship in people-focused Operational Delivery with Hertz in Swords!
6 years I learned from the best! Then I practised with Sitel in Outsourcing for another 6 years. In these 6 years, I got promoted, I got demoted, I got excellent feedback and I was frequently in serious discomfort. I grew my skills, my knowledge, my expertise. Then I started to apply discipline over time - meaning I stuck with Operations, applied what I knew to be true in a number of turnaround operations before starting my own business - I mastered Operational Excellence. And I’m passionate about it. So going back to the chicken and egg question - what was first Mastery or Passion? For me it was Mastery!
Now - today I’m letting you into a secret.
If you are on my mailing list - you know that we - at Rutz Consulting - have been working on “something” in the background! I’m so excited to share my knowledge with my audience! I love to see other Ops Leads strive for excellence! So…. drumroll, please…
I’m excited to announce, that in October I will be running the very first course of the LEAP Academy!
By now you are familiar with the LEAP Framework. Leading People, Executing Process, Amplifying Profit. Just in Time for your Peak Season (or Black Friday or COVID -19 Robustness), I will be running a 6 weeks Team-Turnaround Bootcamp for Frontline Managers (Level Team-Manager / Ops Manager) with the aim to move 3 underperforming team members of each Manager’s team from the bottom quadrille to the top quadrille in performance - and this with ease and joy - attributes you might not use in the same sentence as operational performance management.
I invite you to join the LEAP Academy Waiting list today! The link is below!
Jordan Raynor on LI: https://www.linkedin.com/in/jordanraynor/
Jordan Raynor's website: https://jordanraynor.com/
Master of One on Amazon: https://www.amazon.co.uk/Master-One-Find-Focus-Created/dp/0525653333
LEAP Academy Waiting List: https://leapacademyinternational.com/
My Podcast is produced by: https://www.unavoided.com
When this episode gets aired in August - I will be in Switzerland, staying with my family for the first time in 4 very long months. I can’t wait for this - and of course, to ensure I can take time out I have been batch recording podcast episodes so that you, my wonderful listeners don’t miss out.
In Episode 25 - where we talked about the LEAP Framework, I mentioned that I would talk about the importance of having an Ops Manual - One single point of reference! This is a scary task! It’s big, It’s cumbersome. It’s hard work.
Let’s step back for a minute and think about a question:
Could you take a sabbatical of one to six months now and step away from your operation tomorrow? I invite you to write down all the reasons why you would not be able to step out of your business tomorrow. There’s a document linked in the show notes you can download. Be honest with yourself!
So…. one reason that almost always shows up on this list is “Nobody knows the business/department as well as I do” - and that is probably true - yet not exactly healthy! The number of people I see working during their well earned holidays is so high - it prompted me to think about this very carefully. But also for my own firm, as I knew the lockdown would ease and I definitely wanted to spend some time in the mountains, I needed to come up with a contingency plan.
The fact is: Structure and Control in your operation give you the freedom to step out. It is also a fact that Structure and Control are created through documented processes so that everything runs smoothly and no longer requires your daily involvement.
The pandemic has shown that contact centers with clearly structured operational processes, front-line and back-office performed much better than those with out these processes. And figures also show that the lack of process created anxiety within the workforce - in addition to the already unfamiliar ways of having to show up to work!
When I consult with firms around Ops Handbooks I always tie it back to the LEAP Framework we talked about in Episode 25! Leading People - Executing Process - Amplifying Profit.
Section 1 - Recruitment and On-Boarding - under Leading People:
Here you want to cover everything relating to your employees from starting a pipeline for your demand to how you recruit, where you recruit. You cover your interview process, assessment centres you may run.
It also covers everything HR, the link to the Employee Handbook (which should include links to the Return to Work Interview Form or how an employee can raise a concern or a grievance).
Once a person leaves there are steps to follow - capture them here! Don’t forget the Exit Interview, and what it is used for!
Section 2 - Training and Development - under Leading People:
Here you capture everything relating to training. Initial Product Training, Customer Service Training, Systems Training, Telephone Manner Training You also cover Up-Skill Training and Career Development Training for ALL levels in your operation! What do you do when somebody gets promoted to Team Leader? What do you do for your Quality Analysts (measuring QA and it’s process is covered in the Process Section but the skills you need to learn to do Quality Assessments properly are part of training). From experience I know that may promotions in a contact centre happen on the fly - that’s a wasted opportunity!
And I do encourage you to think hard about how you can ensure the entire ops team gets regular training and development. It does two things: a) you create excellence b) your staff will stay with you!
Section 3 - Contact Details (Leading People)
You can argue that this should be Section 1 - and if it feels right - add it there.
In this section, you capture every single Subject Matter Experts contact details, email, phone number, title, a short description of responsibilities/job. Starting with your agents (most likely a link to your HR database) and then covers the rest of your operational tree.
But it also covers
- Client details
- Taxi Firms
- Your preferred supplier for food orders
- The hospital
- The nearest Doctor
- Letting Agencies (if for example, you re-locate staff)
This Section is your “Yellow Pages”
Section 4 - Operational Day to Day Processes - under Executing Process
This is probably your biggest Section with the most Chapters! It is also your daily bible! Here you cover all sorts of processes.
Let me give you a few examples:
- How to request a password reset
- How to conduct a stand-up meeting
- How to find information in your knowledge base system
- How to request holidays
- How to prepare for a monthly business review? Which powerpoint deck to use
- How to onboard a new account or a new client
- How to use your HR system, for example, cascade or similar
- How does the fire drill work?
- Quality Monitoring Process
- Net Promoter Scores Process
- Reporting Processes (where does the data come from?)
- Copy or a Link to your statement of work
You are getting the gist!
Section 5 - Business Continuity Process and Disaster Recovery - (Executing Process)
The Covid-19 Pandemic has separated the wheat from the chaff - so to speak. Not very many contact centres had the Pandemic in their BCP/DR! Not surprisingly, firms based in areas that had Pandemic in the past did much better. Very surprising to me though was that we seem to have forgotten how we, in the contact centre world, dealt with - what was commonly known as the Swine Flu Pandemic in 2009.
At the time I worked for Sitel - and we spent every single day at least one hour on a conference call talking about risks, new infections, absence rates, impact on our customers (I ran a global account, Lexmark, at the time and had operations stretching from St. Johns in Canada, via Dublin, Düsseldorf, Rabatt to Bangalore).
What did the industry do with the knowledge gathered then? And I’m talking purely operational knowledge for day to day running of a contact centre here!
Especially outsourcers are well-advised to have very clear and regularly tested BCP’s! I guess this is another topic to discuss with an expert!
Section 6 - Financials (LEAP - Amplify Profit)
This Section covers the money. On all Levels!
Starting again with the front line advisor: How are their salaries structured. Do we pay bonuses - if so how and when? Salary increases - who are they calculated. What’s the process to put somebody forward for a salary increase. Once this is approved - how do I make sure the person gets the money paid.
But we are also looking at production cost here. What does my operation cost on a daily basis? If you are an Outsourcer - you are particularly interested in how much money did you make yesterday? And how much money did you lose? I call this your contribution report. It also covers how you invoice, how you or your firm is getting paid. How do you deal with Service Credits or penalties as it were?
I appreciate this looks like a massively huge task. Impossible to be done. So, let’s cut this elephant into pieces. I have given you examples in each single section. You can go and download the Workbook via the link below, which will give you the 6 headlines and some examples.
You can now start thinking about what would this look like in your organisation. I am now designing such an Operational Handbook for a client in Berlin. To divide the elephant I created a project in Microsoft teams. Each Section is put in as a Chapter. Each Chapter has got task cards. We are using Wiki to start populating the sections.
I’m not doing this on my own - no! I provide the framework and the team, the subject matter experts are invited to populate their area of expertise! This way the huge task becomes manageable.
Another very workable tip - if you on-board a new account (this really applies to outsourced contact centres) - parallel to the onboarding start populating the Operational Handbook!
So - see - starting an operational handbook, an operational blueprint, and ops manual is now not all that daunting!
https://www.linkedin.com/in/marianne-rutz-351b0a5/
My Podcast is produced by: https://www.unavoided.com
In Episode 24 I touched on employee survey data very briefly with Dave D’Arcy, who - like me - is an operational generalist with a big heart for his teams.
My guest today picks up on the topic of employee survey - and how you can put your data to work! Teresa and I got to know each other through work and a mutual acquaintance - but then also found out that we both lived in bonnie Scotland - not far from each other.
Teresa’s field of expertise lies in Human Resources, plus Learning and Delivery Management. In this episode we touch on the responsibilities of each manager when it comes to HR topics - and yes - the ownership of managing the team lies with you - the team manager!
HR provides you with guidance and ensures that you remain on the straight and narrow. In any organisation, there will always be policy and procedures, line managers need to know company policies and what they need to do.
We then move on to the topic of employee survey and frankly - how many businesses leave “money on the table” by not listening to the voice of the employees. Teresa is a Chartered MCIPD HR, L&D Professional with a deep passion for people!
She loves “helping people and developing people - whether this is part of Learning, Development or Change either in organisations or individually.
I hope you enjoy our conversation - lets roll.
https://www.linkedin.com/in/marianne-rutz-351b0a5/
https://www.endrickconsulting.co.uk/
https://www.linkedin.com/in/tmrobertson/
My Podcast is produced by: https://www.unavoided.com
Quite often we know what the problems are. We just don’t have the time, the energy or the resources to work on them all at the same time.
That’s where FAB Solutions and Garry Gormley - the contact center specialist can help!
Do you want your customers to say amazing things about your service?
Are your processes letting you down and do you struggle to create the capacity and the time to fix them?
Do you want help to build a team of people that pull together, communicate more effectively and increase drive to deliver better performance?
Do your people tell you things need to change by walking out the door?
Do you feel you need more highly skilled Managers and employees to perform at the highest level so you can excel in performance and deliver customer excellence?
Garry and his firm FAB Solutions specialise in process improvement, people capability training programmes and leadership development to help you create a customer experience that underpins your business success.
In this episode Garry shares how to improve your sales centers performance using ethical, sales through service tactics. We also speak about why having a coach or a mentor helps people to advance their careers and grow as individuals.
Garry shares his 10 point Health check with us and at the very end gives you his 4 best tips to make it in our busy industry!
https://www.linkedin.com/in/garry-gormley-fism-the-contact-centre-specialist-21516159/
https://www.fabsolutions.co.uk
Simon Sinek - start with why - https://www.youtube.com/watch?v=u4ZoJKF_VuA
Dates to Garry’s Events
23 July 2020: The Voice of the Customer
27 August 2020: Operational Excellence
The Events for The Contact centre network is https://www.eventbrite.co.uk/e/106731069502
Health Check Survey: https://www.smartsurvey.co.uk/s/ContactCentreHealthCheck
Hello everyone! This is episode 25! We are listened to in 34 countries and by the time this episode airs we will have surpassed 1000 downloads! One of our raving fans - Morris - said recently “A brilliant series of podcasts! Marianne Rutz has built some of the best content available “ - Thank you Morris! Today I’m taking you behind the scenes of my LEAP Framework! What does LEAP stand for and how do I use it when conducting a 360 Degree Assessment of my clients’ contact center operation!
You have heard me talking about the LEAP Framework a couple of times by now. Today’s episode provides you with an insight into how I use the Framework when on a fact finding mission to drive operational excellence in contact centres around the world.
I created this framework for myself initially - to ensure I ALWAYS - always in capital letters put people first in my work.
LEAP stands for ...
Leading People
Executing Process
Amplifying Profit
...in that order.
I am a firm believer that we must always centre our work around our people. Whether these are the front line advisors I’m responsible for, my direct supervisor, my client, my end customer. And in order to Lead - I have to show up, demonstrate leadership, walk the talk! When I am called into an operation, I follow this framework. Let me take you behind the scenes and tell you what I’m looking for in my initial 360 degrees LEAP Audit.
LEADING People
Even before I get on the contact centre floor - I read up on the firm I’m auditing. I always look at their values statements, take a note on my audit spread-sheet and I look at customer feedback - whatever I can find in the public space.
When I read a value statement “people are our greatest assets” - and I learn that the firm is at the bottom of the payscale, offers no benefits or professional / career advancement - then I know that there is an issue - In the audit document that’s a mark down.
One firm I worked with recently displayed their values in their staff’s break out area reading “we believe in trust and always act in transparency and integrity, demonstrating mutual respect. We encourage open and honest feedback.” - but… it turned out that the last employee satisfaction survey - where staff are encouraged to give open and honest feedback was blocked by the worker’s council. An airline I fly with a lot with and had the pleasure to do some work for, displays their customer Charter at airports and in their contact centres. One charter says “on your side - we see it from your point of view” - we don’t assume that we know best and we make decisions with you in mind. Yet - this airline doesn’t have any ground staff inside flight departure halls - so when your flight is cancelled or delayed - you either must rely on their app - which is time-delayed - or you have to leave the departures area and find their counter in the check-in/sales area. Very frustrating.
What’s wrong here? The leadership doesn’t follow through to the end. People are not empowered to help customers, Senior Executives in the firm came up with a great statement - but were clearly never on the receiving end of the service break down.
It pains me to hear from contact centre ambassadors that they NEVER sat side by side with the managing director, that their Ops director doesn’t know their names or what football club they support. It also pains me to hear that their training and personal development stops after the initial product training, that they have not been presented with a career plan after 2 years in the firm. That they have never learned what their strengths are and how to capitalise on them.
Leading people also requires an engaged recruitment department! After all - most of our staff’s first touchpoint is recruitment! When working with the recruitment team I’m looking for the completed recruitment and onboarding checklist. This list should cover the candidate’s details, Pre-Interview information such as CV review, skill set match etc. Followed by Offer information and First day at work Information covering Banking Details received, Welcome Pack ready, training scheduled and the like! Here I also look for some People First information (which should have come out of the interview process) such as Hobbies, Other Interests, Family information (ie does the new colleague have any children?)
Under Leading People I look for evidence that people are truly “the most treasured asset of the firm”.
I then move on to Executing Process!
Here my first port of call is the Operational Manual or Operations Handbook. I can just hear and see you cringe… Let me ask you: Do you have an Operational Manual covering the day to day running of your operations? The one-stop-shop for phone numbers? The escalation tree? A link to the Business Continuity Plan? Guidelines on how to conduct your daily stand up meeting? If you haven’t - you are not alone - in fact, most firms I’ve done a 360 Degree Assessment haven’t got a complete Ops Manual - and that’s okay, as long as there is a starting point. These documents are evolving, ever-changing documents, so you can argue they are never complete! What am I looking for then? I’d usually ask for the Change Management Process, the Business Continuity Process or I’d ask for the annual Employee Satisfaction survey and it’s related action plan.
I would ask for the daily reporting and more importantly - what they do with the data on a daily basis. When I initially casually ask for processes and procedures - I get an enthusiastic yes - we have it all. But when I then look for the evidence, trying to link the process to the people often times there is a lot of room for improvement. In order to be able to assess what’s there and what isn’t there I always conduct a number of interviews - starting with the front-line advisor, then the team manager and then only the Operations Manager, the HR manager, the IT manager. Why? If your advisor - dealing day in and day out is telling me that his last two paychecks missed the overtime payments - I know that the processes are broken in more than one area. In this particular example, the MI reporting might be wrong, or the communication between Team Leader and Advisor didn’t work, or the salary payment process is incorrect etc. The good news is - if you know what’s broken - you can act and fix it!
Amplify Profit
Here we are talking money! If People and Process work - your firm makes money . If People and Process are broken - chances are your firm is losing money - or is leaving money on the table! So what am I looking for under the LEAP Framework? Firstly - and Always - I ask the teams for the Statement of Work and their understanding of the Key Performance Indicators they are contractually committed to deliver. I could probably spend an entire episode talking about a clean and clear statement of work - as a seasoned Contact Center Professional you probably know that these statements are crucial - but you also know that, if not very clearly defined - they can give you a big headache!
I also look for daily financial reporting. I call this the “Daily Contribution Report” which in my humble opinion should be known to the Operations Manager - in fact without it - he or she would never know how much their work is worth - or how much revenue they generated or lost.
I expect the Operations Manager to know exactly how much revenue he created the day before, what his team’s costs were, how much he lost through absence, what the GM contribution of the project is and what’s leftover after Tax. You may argue - that this is the finance directors issue. I beg to differ here. By the time the CFO looks at my team’s figures its too late to do anything about them! But if my Ops mgrs looks at yesterdays financial performance we can do something about it together, today!
Do you understand where I’m going with this? LEAP hangs together - starting with the first P - Leading People, followed by the second P - Executing Process, followed by the 3rd P - Amplifying Profit.
If you are wondering how you are doing in your operation - you might have a notion that not all is that well - but are unsure what it is or where to start - please get in touch!
The link to our contact form is below. There is also a link to the recruitment and on-boarding check-list I mentioned at the start of this episode! Go and download it - I’m sure you find it helpful!
Rutz Consulting Contact Form https://rutzconsulting.com/contact-me
LEAP recruitment and on-boarding checklist
https://rutzconsulting.com/wp-content/uploads/2020/07/LEAP-Recruitment-and-OnboardingCheckListV1.pdf
https://www.linkedin.com/in/marianne-rutz-351b0a5/
My Podcast is produced by: https://www.unavoided.com
My guest today is Dave D’Arcy - the Senior Director International Care and Tech Support with Vonage.
Dave very candidly shares his initial first job in the industry - where all he knew was “wanting to wear a suit” and how he ended up starting up what we now would call a customer retention campaign for his then employer. Dave went on to live and work in a number of countries including India, South Africa, and some European Countries before taking up the role with Vonage.
The main topic we discuss today is Employee Engagement and Employee Surveys. We all do them, have to do them - yet really - what do we actually do with the results? Then we move on to the Glitter and Glory of the European Contact Center Awards! A ‘must-see’ and ‘be-on’ for everyone in the industry. Dave shares with us why he entered the competition in the first place, what happened after he didn’t win first time round - and how he ended up winning!
In this interview - Dave shares all his wisdom with us - and gives some great tips on how too keep the light on in the Contact Center world!
Links: LinkedIn: https://www.linkedin.com/in/davemdarcy/
Twitter: Davemdarcy
Vonage: https://www.vonage.com/
My Podcast is produced by: https://www.unavoided.com
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 at industry events, participated as a judge for the ECCSAs and also co-chairs a quarterly Quality Management Special Interest group in partnership with the CCMA.
Helen’s role requires the implementation of a range of complex quality monitoring programmes across the globe. She says the best part of her job is the opportunity to make a difference: by sharing best practice, and helping organisations deliver excellence to their customers and staff.
We are talking about the fact that quality assessments, calibration sessions and meaningful discussions on quality are usually one of the first things to fall off the wagon when contact centres get busy.
We also discuss the need to take a more holistic approach in quality assessment and that tick box exercises no longer serve us and our customer base! Helen shares with us the 4 Pillars of a Quality Assessment Framework that works for everyone, in every corner of the globe.
- The Quality Framework has to be a living / breathing piece for everyone in the company! = Live the Quality Culture
- The Quality Framework should always be for the customer, based on outcomes! = Voice of the Customer
- There has to be a calibration programme = Dialogue within the organisation
- Always consider the human element = The Magic Sauce
For all of this - You do need an empowered Quality Team!
LinkedIn: https://www.linkedin.com/in/helenbeaumontmanahan/
BPA: https://bpaquality.co.uk/
My Podcast is produced by: https://www.unavoided.com
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 Singapore Airlines, testing all their customer interaction channels - Including Chat Bots - Yes - Chatbots!
Marcus is the Managing Director of OmniTouch International, helping and inspiring organisations in their goal to reach excellent Customer Experience.
With nearly 16 years consulting, training & research experience in Customer Experience, Marcus made it his mission in 2019 to bring a professional and inspiring Customer Experience to the DACH region.
For more than 18 years, OmniTouch has - through workshops, certification programs, Mystery Shopper research and consulting – worked worldwide to inspire and help people in the Customer Service, Contact Centre and Customer Experience industries.
In addition to his Customer Experience background, Marcus helps businesses to develop opportunities, grow markets and manage operations, employees and clients.
Earlier in his career Marcus was a scientist and Managing Director for Metrohm AG, a Swiss company that supplies chemical analysers. - Another possible reason why we hit it off at first discussion.
Marcus earned a Master of Applied Science degree in Chemistry from Europa Fachhochschule Fresenius and the Leonardo da Vinci stipendium.
LinkedIn Profile: https://www.linkedin.com/in/marcusvonkloeden/
Omnitouch International: https://www.omnitouchinternational.com/
DACH Customer Experience Awards: https://www.dach-cxa.com/
My Podcast is produced by: https://www.unavoided.com
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 Center Manager, to Director of Quality. This industry allows many of us to work abroad - Martin worked in Madrid and also Istanbul. He has been serving as a judge in the industry and has spoken at the contact centre Expo.
His enthusiasm for this industry has seen Martin create & host the UK's first podcast about Contact Centres called 'Get Out of Wrap'. #GOOW! In his spare time Martin loves to be with his 3 children, he is also a volunteer for a local homeless charity and is an ambassador for White Ribbon UK.
I couldn’t be more excited to welcome Martin to today's Operational Excellence Show!
Martin's LinkedIn Profile: https://www.linkedin.com/in/martinpteasdale/
#GOOW: https://podcasts.apple.com/us/podcast/get-out-of-wrap-contact-centre-chat/id1462669837
My Podcast is produced by: https://www.unavoided.com
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 busy environment - but had his wife buying a new home - one he never even saw before they moved in.
Something had to give!
This is a very powerful episode - I’m sure you can gain much from it, both for yourself and for your staff.
LinkedIn: https://www.linkedin.com/in/brian-kennedy-lib-apa-4611b413/
Brian’s Website: https://bjkennomotivation.com/
My Podcast is produced by: https://www.unavoided.com
For years on end there has been this chicken and egg scenario in the contact center world!
The question is - what comes first - Operational Management or Customer Experience? In this episode Dan Ord and I explore the differences in the two roles but also look at what they have got in common. And… we will answer the question for you - from our perspective of course!
Dan Ord LinkedIn: https://www.linkedin.com/in/daniellawrenceord/
https://www.omnitouchinternational.com/
My Podcast is produced by: https://www.unavoided.com
Sandra Green is a certified executive coach, founder of the Women Leaders Association (www.thewla.com), speaker and author. Her passion is in helping leaders recognise their brilliance and break through their limiting beliefs. Her READY framework provides a model for bringing greater feminine energy into the workplace (for both women and heart-centred men). She is an advocate for men and women to lead with their heart.
Sandra worked in corporate for many years before following her dream to set up a business focused on developing individual potential. She guides you how to shift out of overwhelm, self-doubt and ego-led decision-making so you can have far greater impact and love for your work.
Her work as a leadership consultant enables teams to grow as a collective with stronger understanding, empathy and performance.
She has self-published two books: ‘Handbags in the Boardroom’ and ‘Smash The Glass Ceiling’. She is a popular speaker bringing her signature talk: ‘The Triple Spike’ to many conferences and events.
Outside of work, Sandra lives in Cheshire with her family. She enjoys reading, walking with her working cocker spaniel Buddy and one of her claims to fame is spending 12 months as a licensed on-course bookmaker.
LinkedIn: https://www.linkedin.com/in/sandragreen1/ The Women Leaders Association: www.thewla.com
Books by Sandra Green “Handbags in the Boardroom” and “Smash The Glass Ceiling” - both available on Amazon
Online Career Bootcamp with Sandra Green
https://www.youtube.com/watch?time_continue=5&v=Cj2evM2woAA&feature=emb_logo%2F
My Podcast is produced by: https://www.unavoided.com
As I record today’s episode, the United Kingdom is still in lockdown - and it’s most likely to be extended for another couple of weeks.
Many contact centres moved their workforce into home offices - with great effort, lots of logistics involved and at a huge cost to the business. It was, and still is, the right decision.
Initially line managers reported that their staff’s performance was great, absence numbers were down, scheduled adherence was spot on - as high as never before. But now - for the last few weeks we are seeing a downward trend in productivity, we are seeing lower scheduled adherence and, worryingly we are seeing quality dropping. I spoke to one senior operations manager last week. She was telling me how, after initially excellent results from her home working crew, now - in week 7 the productivity of the agents was falling - and not only that, the quality of the work delivered was also going from bad to worse!
I listened carefully, quietly wondering when she would tell me that she implemented a turnaround project over 6 weeks for her underperforming team.
I waited and waited…. The sentence never came.
Eventually I asked her straight out: How is your coaching going and how many of your home working agents have you got on an improvement plan?
Sheer horror on her face - she looked at me (on Zoom) - as if I had lost my mind! Performance management in Covid-19 times? Surely a BIG no go?
I beg to disagree. In fact - I would argue that just because of Covid-19 your coaching and communication with your teams should have multiplied! Maybe 10x-ed? So I went and did a little research... and I found that in 80% of firms where coaching and lovingly performance management was not an individual Key Performance Indicator for all levels of management, both coaching and performance management had fallen off the wagon completely! Shocking!
The reason given was mostly “we are in a crisis, hence all we do is answer calls / emails / chats. We don’t have time to performance manage” I have seen behaviour before - in peak times for example, or when contact centres are low staffed - let's say in the summer holidays or over the Christmas Period. Quality monitoring, daily stand ups, coaching and feedback sessions are cut back. Resulting in dropping performance levels!
Your team craves engagement. Your team craves feedback, meaningful, elevated discussions about them. Questions about how they are doing, how is the business doing, how can they help or how can they make a difference to the situation the business is in.
Think about it, if this is you and your team, I strongly encourage you to listen to The Operational Excellence Show podcast Episode 6. Here I share how you can successfully work with your team, also remotely using the LEAP daily checklist and the LEAP Gameplan! You can download the respective documentation from my website.
So what can you do now - today? Communicate, Communicate and communicate again! There is no such thing as over communicating in difficult times! Let me share my 3 most powerful tips on how to communicate with teams and with individuals;
-
Get Clarity
-
What do you really want your team or team-member to understand?
- What’s likely to happen if your team-member or team doesn’t want to work with you on that?
- Why is your approach essential for success
-
What questions are you going to be asked?
Think ahead of time! -
Structure your communication
-
Headline
You have a matter of seconds to grab your audience attention - be clear on your headline - Set the Scene
Outline how far you have come and where you are today - Main Message
Explain where you need to go Why you need to go there Set your stall out - articulate your expectations Know your message - DO NOT WAFFLE! - Re-cap
Bring your main point across again -
Next Steps
Outline clearly what the next steps are -
Rehearse your message
-
Nobody is perfect Hence - rehearse your message - if need be in front of a mirror
- Create little reminder cards if you need them!
Treat your teams and team-members as responsible adults and very clearly work with them.
I recently read an email, sent by the CEO of AirB&B - who had to announce to his team, that he will have to reduce his workforce (you find the link to this letter in the show notes)
He clearly had the communication thought through very carefully.
He set the scene explaining how he arrived at the very difficult decision to let 1900 members of his workforce go.
He explained where the AirB&B needed to go and what needed to happen to get the company through the restructuring process.
He articulated very clearly what this meant for his workforce.
He addressed the steps one by one in a very humble and caring manner
He closed with final words - thanking his teams - both the ones that are now leaving and the ones that are staying on.
I sincerely hope that you never will have to make such a drastic announcement to your teams - but it illustrates the point - firms with an excellent communication strategy (coaching and performance management are part of that strategy) have it much easier to bring about difficult messages.
I would take it one step further - it is YOUR responsibility to ensure that you communicate with your teams!
https://news.airbnb.com/a-message-from-co-founder-and-ceo-brian-chesky/
LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/
My Podcast is produced by: https://www.unavoided.com
In today’s episode I am talking to a LinkedIn expert! Over the last couple of months LinkedIn has quickly risen to the platform of choice for so many professionals and entrepreneurs! There is a reason for that!
LinkedIn is more than just another job-platform!
LinkedIn is more than just another sales channel.
Your LinkedIn Profile carries a lot of weight for you and your clients - no matter how big or small your company is, no matter how senior you are in your corporate world. Shelley Hutchinson shares her expertise in the field - also, she is gifting all of you listeners with a very generous takeaway - to enhance your own profile!
Free 45 Minute Training - How to Advance Your Career Using Linkedin - https://www.clientnectar.com/career
Clientnectar.com
www.linkedin.com/in/shelleyhutchinson/
My Podcast is produced by: https://www.unavoided.com
We are seeing the recruitment industry change at the speed of light. The current Covid-19 crisis forces businesses to look at Working from Home solutions on all levels.
Some people, like myself, have been an advocate of Home Woking for many years! One of these people is Jo Griffiths . We hear from Jo about how the recruitment industry has changed over the last 20 years and more importantly how Jo and her team can help you to get high quality team members - offering the full process remotely, plus hiring a work from home team member.
Jo Griffiths LinkedIn: https://www.linkedin.com/in/jo-griffiths-b639242/
CCA recruitment: http://www.ccarecruitment.com
My Podcast is produced by: https://www.unavoided.com
In this episode I’m discussing the hot potato in the contact center industry - well any industry for that matter - Customer Experience - what do we measure and how do we measure it.
My guest is an absolute authority in this field - Morris Pentel Morris is the Chairman of the Customer Experience Foundation, he is also a consultant in Business Transformation, all things Omnichannel and of course customer experience. Morris calls himself the Chief Student at London School of Customer Experience. He is simply THE authority in the field.
Morris Pentel LinkedIn Profile: https://www.linkedin.com/in/morrispentel/
Customer Experience Foundation: https://www.cxfo.org/London School of Customer Experience: https://www.cxfo.org/xic2020
My Podcast is produced by: https://www.unavoided.com
Today’s episode was supposed to be about the Ritz Carlton’s awesome customer experience - but over the last week or so - friends, colleagues, acquaintances - simply - just people - have been asking me
“How do you deal with this lock-down”? You seem so content - not worried at all?
That got me thinking… - because I very well know what it means to be worried - worried for my life.
On the 29 September 2015, just three days before my wedding to Kevin, we were told by a very competent surgeon and an ever so lovely MacMillan Nurse that I had stage 3 bowel cancer - potentially stage 4 - as there was also a growth on the liver. I was given a survival rate of about 30% if it was only stage 3 - significantly lower if it turned out to be stage 4.
Was I worried - I was mortified! Not prepared at all! I had none of the typical symptoms, I only went to see my doctor because I couldn’t shake off a viral infection I caught earlier in the year.
I was at the height of my career, a carefully built career, loved my job, had a beautiful family and a soon to be husband. I had it all, things went well - I lived a wonderful life. I considered myself privileged. Within the space of 5 min - all of that counted for nothing anymore
I’ve always had a positive outlook to life - and what’s happening in the world. On our family table politics was a permanent topic, but also religion and faith. My dad was a minister in the protestant church of Switzerland - and no doubt his life and how we practiced his strong faith influenced my thinking and my attitude to life and death.
Whilst there was an initial shock - I remember asking my fiancee whether he still wanted to marry me, after all he could be a widower in no time - I pretty quickly fell on my two feet...
I manage my cancer journey using a project plan! And made evidence based decisions in relation to my treatment.
A good project plan has got one end goal - mine was survival. With a number of milestones - usually different milestones per workstream.
My workstreams were simple: medical treatments and sport / fitness.
My milestones became chemo sessions attended and daily steps taken using a step counter.
For my chemo sessions - every week one or two days before the Friday I sent all the observations of the last round to my oncologist - so that she could make “evidence based” decisions. My 3-weekly blood tests, my experience with the drugs throughout the cycle and my weight were the evidence for decision making on the treatment plan.
My steps (starting with 2500 steps at the start of the chemo cycle - going up to 5000 towards the end of the chemocycle) provided evidence of fitness level and mental health.
Now - at no point did I actually know what was going to happen next. I simply couldn’t know!
I couldn’t expect life to be predictable or fair for that matter during my illness. There was also no point to pretend everything was fine, or telling myself a feel-good lie.
All I could do was to embrace the uncertainty of this whole life-or-death deal. And as I did that - some weird clarity started to surface! There is a humility that comes with realising that you're not the glorious plans you made for your life! - And here is where my faith came in. I never knew that I still had it! I was busy, working hard, chasing goals, promotions etc. Yet - in my cancer journey it surfaced, quietly but steadily. And it has stayed with me ever since!!
So lets put this into perspective today
1. Making a plan is still the best way to move forward. It may or may not materialise. But if you don’t have a plan, you can’t be held accountable! No accountability means your progress is much slower or isn’t happening at all! And - if you change things - you don’t know why you changed or what you changed - because there was no plan in the first place.
2. Keeping your fitness up is absolutely paramount! It breaks my heart to read statistics about children having gained weight because of the lockdown - they didn’t get enough exercise. Or adults seriously suffering from depression because they didn’t get out, or joined a fitness class online etc.
3. Be kind to yourself and to others - do not pretend all is well if it’s not. None of us can be up-beat and positive all the time! I know we see this on social media. Everyone seems to be doing so great. Learning new things, enjoying downtime, etc. Guys - if you are honest with yourself - you know that this is not true. Be kind to yourself - you are not Superman or Superwoman!
I recently read an article by David Brooks, a columnist with the NY Times called - “Screw this Virus” - it so eloquently refers to how we could deal with today’s situation.
There is a link below.
Stay Safe!
New York Times Coronavirus Article: https://www.nytimes.com/2020/03/19/opinion/coronavirus-isolation.html?smid=em-share
Our Facebook group: https://www.facebook.com/groups/582396082326472/?source_id=1807833562816621
My Podcast is produced by: https://www.unavoided.com
My client today is an expert in the lighting industry! Just look at the light-bulb you may have in your home, or the Smart Lighting solution you may have - it could be from Signify - formerly Philips Lighting.
In today’s interview, Bart-Hendrik Huisman, Head of Customer Satisfaction with Signify and I, discuss what it takes to set up a global operation, starting in Kuala Lumpur ending in Puerto Rico. 2 Years ago Signify went on a journey which saw the business model change in Signify but not the value the customer would get when needing support.
Information:
Bart-Hendrik Huisman LinkedIn Profile: https://www.linkedin.com/in/barthendrikhuisman/
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My Podcast is produced by: https://www.unavoided.com
I am so excited for today’s episode with business executive and team leadership coach, Gregor Findlay the owner of Courageous Development!
Gregor was the very first business coach I ever had. I was just promoted to Site Director in Accrington, near Manchester, to set up and open a brand new contact center. I was clearly talented, but out of my depth. My team was non existent, everyone I hired I felt I had to “control” because I could do it better myself. In no time I was overworked, stressed and frustrated.
Thankfully my employer offered me help - in the person of Gregor Findlay!
Gregor is an APECS Accredited Executive Coach with 18 years of experience and has helped hundreds of senior managers, directors and C-suite executives undergo transformative change, both personal and organisational.
Gregor's mission is to help leaders and leadership teams develop and grow so they can make a bigger difference for themselves, their people and society.
Gregor worked with big blue chip companies - such as Dell, Novartis, Munich RE and Sitel, where I got my coaching with him. He holds a BSc in psychology from the University of Edinburgh; his coaching is grounded in psychology and neuroscience.
Let’s roll!
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Gregor's LinkedIn Profile: https://www.linkedin.com/in/gregorfindlay/
APECS: https://www.apecs.org
My Podcast is produced by: https://www.unavoided.com
Welcome to Episode 10!
As I’m recording this, the UK is heading into its second week of lock down due to the CoronaVirus. Many of you will have been advised to work from home now and your teams are remote! It was frantic all of last week - getting people access to companies' IT networks, ensuring everyone had the right equipment, setting up conference calls, and also pondering how on earth you would stay engaged with your teams.
I was privileged to attend a 2 day conference for business leaders - which initially was planned to be in Paris, but at the last minute it was set up as a virtual conference using Zoom technology. And it worked a treat!
On the first day, Fabienne Fredrikson of Boldheart Business took the attendees through 7 steps how to Pivot Your Business. And with her permission, I’m using her 7 steps (The Titles only) adapted to the corporate Contact Center life you are finding yourself in today.
Lets go:
Step 1: Pivot Your Facts
You see - the news is full of information, right or wrong, plus all there is on TV, the Radio, Social Media - Covid-19. And to make matters worse, the so called facts don’t match! You know the scenario from your daily reports, reflecting yesterday’s performance. You look at the numbers and know they are wrong. So you go and dig until you find what’s right. I’d invite you to do the same with the facts around Covid-19. Find a source you trust. And work from that source only. Ditch everything else!
I can recommend the worldometers.info webpage - where you can get facts around spread of the virus per country - and you can see when it peaked, when it started to decline and how the infection rate performs in relation to the death rate.
Really it is the same principle as if you look at last month's call performance vs. February 2019 call performance. You know what to look out for and then you can take action!
Of course there is a high probability that your March 2020 stats are totally out of line, compared to last year - but because you know, you have an explanation and you can act.
Going back to the crisis - the evidence on worldometers.info shows that New Cases in China are declining day by day. This gives hope that also in our countries the development of the pandemic will change.
Step 2: Pivot Your Health
Now as you are working from home, you have got the perfect opportunity to eat healthily! Remember the excuses you had so far? Too busy in the office? Dashing out for a Latte and ready made sandwich or soup?
Not only can you prepare your foods the night before, you can make a conscious decision what to eat! Alkaline foods to support your immune system! And if you can’t cook - now is the perfect time to learn!
I’d recommend Jamie Olivers ‘Superfood Family Classics Cookbook’. Easy, straightforward and incredibly healthy!
Step 3: Pivot your Mindset
There are a number of ways to look at how you can stay positive - or at least try to see beyond the current crisis. One article I found helpful was by Jeff Van Clute “A message from the Coronavirus” - You find the link in the show notes.
Jeff talks about the gifts that the the virus presents;
- Slowing down humanity’s frenetic activities
- Activating networks of cooperation
- Spreading helpful DNA
- Upgrading humanity’s immune system
- Creating the conditions for peace and well-being
- Saving lives, especially over the long term, by strengthening the web of life
Listen, it doesn’t mean that you have to be all singing and dancing everyday! But remember - you can definitely influence your thoughts.
Step 4: Pivot your resources
Well - in the corporate setting, our resources are people, technology, processes, procedures. Those who know me are aware that I work with my clients using LEAP: Lead People - Execute Process - Amplify Profit - In that Order!
This means you do have to put more time into leading people! Just over 50% (53.6%) of professionals in the UK say that they feel lonely at the workplace! So now - as we all work from home, this figure is most likely to spring up significantly.
Reasons for feeling lonely at work: 44.4% feel they have nothing in common with their colleagues. 26.5% don’t have good work friends 21.7% say they feel lonely because their colleagues are a lot younger than them. Other reasons are: Working in an office on their own (20.6%), having to eat lunch alone (18.2%), working with other colleagues (11.1%), or not being invited to work socials (6.4%).
Loneliness negatively impacts on performance. And now more than ever it is your responsibility to engage with your workforce.
I invite you to go back to Episode 06 - How to set yourself up for a successful day in the Office and to Episode 08 - How to help your team member to be successful in their career. In both episodes you will find downloadable resources in PDF format, that will help you to engage with your team members as you would do in the office! Use technology such as Zoom or Teams or Skype for Business to hold your team huddles, your one to one’s and your coaching sessions.
Engaging with your employees is vital in this moment and time!
Step 5: Pivot your time
As a matter of principle - I work off of 90 day plans (quarterly execution plans) with bi-weekly sprints. That means I allow myself to focus 14 days on implementation or execution of one task that aids my project to be completed in 90 days. I use a project plan and I execute against the milestones. You might say - well that doesn’t work for me, I’m not a project Manager! Believe me - it works. Cut your elephant in pieces! Although you are now working from home - you still have to deliver results.
And a plan is there to help you get these results. But now is also the time where you can go and read all these books you wanted to read. Or learn the language you wanted to learn for ages. Now is the time to get fit - use the daily exercise allowance to get out of the house! There are a lot of activities, you now have got no excuse not to do something!
6 Pivot your Marketing
I can hear you - I work in corporate, I don’t do marketing! Hear, hear - let's look at Wikipedia; Marketing is the study and management of exchange relationships.[1][2] It is the business process of identifying, anticipating and satisfying customers' needs and wants. Because marketing is used to attract customers, it is one of the primary components of business management and commerce.[3] Marketers can direct product to other businesses (B2B marketing) or directly to consumers (B2C marketing).
Therefore - marketing is actually a relationship building exercise with your customer. Your customer could be your HR department. Your IT department, your L&D department. It could be the client you are serving, if you work in outsourcing.
I have a habit of calling my key contacts once a month, normally on a Friday. Just asking how they are doing, engaging in conversation around industry news, performance or simply their daily life.
Give it a try!
7 - Pivot your Career
We all do it from time to time - looking at what else is out there. Very often we do this when we think 'the grass is greener across the fence'.
We look for new jobs when we are frustrated, or feel we have reached the glass ceiling - and have nowhere to go. Through the current crisis a lot of people have lost jobs they absolutely loved. Some have lost jobs they hated. Others are still in jobs - but are not clear why they do what they do!
So I invite you to self find your reason for Being;
- What do I love?
- What am I good at
- What can I be paid for?
- What does the world need?
Maybe you always wanted to change career completely? Now is the time to do the research and find out! Maybe speak to a career coach? So many career coaches are offering their services just now pro bona. Maybe you always wanted to progress and understand 6Sigma? Or take an excel course? If you have linkedIn - check out their learning department - it’s great!
So - what is it going to be for you? Seven areas where you can pivot in - pick at least two!
Resources:
https://www.worldometers.info/coronavirus/country/china
https://jeffvanderclute.com/articles/a-message-from-the-coronavirus/
https://www.cv-library.co.uk/recruitment-insight/brits-suffer-loneliness-workplace/
https://rutzconsulting.com/podcasts/opex-006-how-to-set-yourself-up-for-a-successful-day-in-the-office/
https://rutzconsulting.com/podcasts/episode-8-how-to-help-your-team-member-to-be-successful-in-their-career/
https://boldheart.com
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My Podcast is produced by: https://www.unavoided.com
I first met Willow in 2018, we both attended a course by Heather Dominique to think about our deposition of being ‘Highly Sensitive” - that doesn’t mean we are highly emotional or irrational as many people would assume! You will hear in the interview what traits HSP’s have and why they make excellent Customer Service Advisors, Coaches, Consultants - especially in an industry that’s highly pressurised!
I needed coping mechanisms: ways to structure my day differently, I needed to learn how to accept and honour boundaries. Hence I took that course.
For Willow however it was always clear that “something was missing” - he will tell you himself what it was and what he did about it. You are in for a real treat - Highly Sensitive and High Sensory Intelligence are relatively new fields and there is still a lot to discover. Lets roll - here is my chat with Willow McIntosh!
www.inluminance.com
www.businessmiracles.com
https://www.linkedin.com/in/businessmiracles/
Facebook: https://www.facebook.com/thewillowmcintosh
Linkedin: https://www.linkedin.com/in/willowmcintosh/
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My Podcast is produced by: https://www.unavoided.com
Hi everyone, welcome to this episode! I’m delighted it comes on the back of Episode 6 ‘How to set yourself up for a Successful Day in the Office - I got a number of comments and requests around “And what happens next - I have done all the coaching with my agent / Teamleader / Member of staff - but somehow the performance doesn’t improve.”
Now - let's be clear - not every team member we have is also in the right role! Here’s what I mean by that:
You followed the recruitment guidelines, you hired a person to the best of your judgment. Maybe you used a matrix to calculate somebody’s “fit for role” state and the number was fine. For example over 7 on a scale of 1 - 10. Yet the person is not performing .
You may have promoted somebody into a role, for example an Agent has become a Teamleader. Your firm has given training for Teamleaders, you have done your one to one’s on a regular basis - yet the individual is not performing. And to make matters worse, they don’t seem to be enjoying the job .
You may have been desperate for support, hired a person into a role in a hurry - lets face it - we all have done that - and now it’s not working out.
Now - you have got two options if any of the above scenarios occur:
Option 1 - you can fire the person (of course you need to be within the law…)
Option 2 - you can proactively help the person to become successful - either within your company or elsewhere.
Here is where the LEAP PDP comes in!
Using a personal development plan with your staff takes the individual in question into account - in fact - the individual himself is in charge of the plan - you as their manager provide the coaching or counselling relating to the plan.
You can download the document for yourself - the link is below.
The LEAP PDP consists of 3 Steps:
- Plan your career
- Manage your review
- Implement and update your Plan
To illustrate I’m using an example of a Teamleader, let’s call him John, whom I managed a couple of years ago. John had been promoted internally from Agent to Teamleader - and he desperately wanted to move up to Operations Manager. I saw his potential - but somehow his own team’s performance was not there, he got frustrated very quickly and he threatened to leave. Honestly, people, I don’t react very well to threats and thought somewhat grumpily - well then just leave!
However - my passion for people and their development quickly got the better of me and I brought John into my office, explaining that I was putting him on a personal development plan. And you know - John’s initial reaction was…. Well why don’t you fire me? Why are are putting time and effort into a PDP? - My answer - because I am a Kolbe 8 (I need to find the facts before I make a decision) and my biggest Gallup Strength is Relator - I manage relationships very well.
So we got to work.
Step 1: I issued John with the LEAP PDP form and invited him to start his own personal assessment. If you work in a forward thinking enterprise, you and your teams probably have some form of personality testing - use that as a baseline. In step 1 we are looking at the strengths John has, based on either Myers Briggs, or Gallup Strengths Finder or Kolbe A+ index and how these strengths show up in his daily conduct with this team and the wider organisation.
None of us is perfect - I also invited John to take a very close look at his development needs.
In order to assess whether we really needed to help him with additional skills (based on his development needs) or - indeed should further enhance his strengths, John is now looking at his career objectives
Where does John see himself in 1 year, where in 3 years and where in 5 years?
Unsurprisingly - John saw himself as Ops Manager in 12 months and then as Ops Director in 3 - 5 years. He also wanted to be come competent in Lean Management and he wanted to be involved in Bid Management. However - his development needs where two fold:
His own team didn’t reach targets, despite daily huddles, one to one’s and constant in-the-moment coaching that needed attention. John identified one individual bringing the teams morale and performance down - but he was afraid to act because he didn’t know the HR implications and was worried the agent in question might take a case against John or/and the firm .
John had an understanding of “cost saving was necessary in the business” - but he couldn’t identify opportunities and address them accordingly.
As a result of
a) John’s strengths
, b) John’s Development needs
, c) John’s career aspirations
we agreed the following development objectives:
Understanding basic HR people management skills
Activity: I sent John on a 10 weeks HRD course @ the local University to familiarise himself with the law, with how we manage performance, exchange views with other aspiring managers. The measure to show that what he learned was really holding clear: He managed said “disruptive” agent clearly and precisely. On a weekly basis and ensured he had all the necessary facts to take an educated and fact-based decision as to whether or not to “help the disruptive agent” to be successful elsewhere. - You notice…. I don’t fire people. I’m not Alan Sugar :-)
My firm ran internal LEAN courses - I put John onto a lean course. As part of the course he had to complete a small cost saving project - which we both agreed would be our Development Measurer.
Both activities had very clear completion dates. We also jointly agreed - that we would work together for 9 months and that I would do my utmost to get him into a position where he could confidently apply for the next Operations Managers Position.
Step 2: My own commitment in this process was that I regularly reviewed the progress with John. Now - when you engage in longer term development of your staff you want to schedule these review meetings quarterly - to allow your staff member time to learn and implement what they learned.
Step 3: Review and update the PDP on an ongoing basis! - meaning - as soon as one Objective was achieved - we looked at the next one! The LEAP PDP became an evergreen tool.
I recently spoke to John, who is now a successful Operations Director in an In House Contact Center environment. Needless to say - I’m proud of John and what he has achieved over the last 10 years.
I have of course had situations, where it became clear over the course of a PDP, that the individual would be much happier in a different role. So you can see - Personal Development Plans not only serve direct career advancement; they also are a very clear indicator with actual options how to get there for a career change.
Earlier - I mentioned popular personality assessment tools. Here they are again:
Kolbe A Index: measure the cognitive behaviour we are actually born with. The link is below. Personally I am an 8 - 6 - 4 - 2
8: Fact-finder
6: Follow Through
4: Quick Start
2: Implementor
Gallup Strengths Finder - measures all your skills and identifies the top 5 you should be working within, For me that’s Relator, Individualisation, Analytical, Ideation and Arranger .
The details of how I use these results in my business and my career are for another episode!
Kolbe A Index: https://www.kolbe.com
Gallup Strength Finder: https://www.gallup.com/cliftonstrengths/en/252137/home.aspx
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Today I’m talking to Joy Bains. Hands down - Joy is one of the best project / programme managers I have worked with in my career. I hired Joy in May 2019 - simply because I struggled to deliver a global, multilingual programme, spanning around the world - from Malaysia to Puerto Rico.
In this episode Joy shares a wealth of tips, ideas and insights covering all aspects of project management.
https://www.linkedin.com/in/joy-bains-b3171646/
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In our fast-paced environment, most of my Team Managers and Ops Managers struggled to demonstrate how they worked through their day. Often - at the end of the day - they sat at their desks - wondering whether or not to actually go home - as their to-do list was endless! And yet again some of the coaching they had planned to do hadn’t happened.
As I was measured on the performance of my teams - I thought about how I might be able to help my guys without taking up too much time in their already busy day. Creating Systems for my team!
-
The LEAP Daily Check-list - to keep my guys on the straight and narrow numbers wise .
-
The LEAP Game Plan - A daily coaching records list.
Here is how they work ; First we talk about the LEAP daily Checklist Clean Up.
Clean up: Tidy desk, tidy mind! Nothing more annoying than empty cups, crisp papers, yesterday’s daily mirror (or worse) on the desk .
Up-date Board: it annoys me, displaying out of date stats
Client specific materials - back in place - example RL store
Equipment checked and accounted for - headsets in poor condition
.
Damaged equipment given to IT, or IT ticket logged
Supervisor area clean? - messy sup desks, missing tissues, etc etc.
Plan for the main tasks!
LEAP Game Plan completed? - coaching planned and prepared?
Daily reporting reviewed? This ties in with stats on the board
Call monitoring done? In many firms you think your QA team should do the monitoring! Of course - that’s great - but really - it is your responsibility that the QA’s are done and to ensure that you do one yourself every so often! Also remember to schedule calibration sessions
.
Return to works / care calls / etc. Done? And Documented
Review the Scheduling - Who is actually there today to do the work?
Why important: CC are a cost if service based or a revenue generator if sales based.
You need to know how many people you have got at any given day to either generate sales or deliver a service, and the cost of that service!
Managers - who don’t know these costs tend to slack in their employee engagement! They don’t know where there agents are, which ones need help, whether or not they are feeling well etc.
Create an Agent RAG List
Here it’s all about your people
Green: People that are always there, perform well and deserve a thank you - what action are you taking today to thank these guys?
Amber: People who you notice have been quiet, or absent a lot or have returned poor quality - what’s going on with them - and what actions are you going to take to find out?
Red: People that are on your radar - maybe at the edge of leaving? What are the issues / Symptoms / Observations? Action steps!
These are the topics on the daily game plan! It takes about 30 to 40 minutes to fill it in - every day at the start of your shift (or the day before at the end of that day for the NEW day!)
Don’t forget to create accountability and share your Checklist with your Manager!
Secondly - The LEAP Game Plan Schedule coaching for your Amber people on a daily basis! This will do two things
a) it makes your agent feel valued
b) it will increase their productivity / quality / well being / overall performance.
I believe you can coach 2 Agents per hour - if you stick to it! So use the Game Plan wisely. Don’t schedule coaching just once an hour! Also - note comments about the shift. For example - if there was a fire alarm - you couldn’t coach Agent “B” - so note this! And move on to Agent C when back in the building! Don’t go and rework the entire plan for the day. Just reschedule the one you didn’t do! I can guarantee you - if you do these two tasks consistently - over the course of 4 to 6 weeks you will see the benefits!
You will be very clear how your team performs and more importantly why the performance is where it is . Your Absence percentage will have reduced significantly - as you do the Return to Works systematically . Your overall team performance will have increased - as your Amber Agents have received regular coaching, their performance will have gone up. Your Red Agents will either have moved to Amber or Green - or you will have enough evidence to help them to be successful elsewhere .
Your manager will be impressed and your Senior Manager will be even more impressed - you are setting yourself up to be noted!
You can download a free copy of the LEAP Daily Checklist and the LEAP Game Plan. Feel free to amend the tasks as they fit your environment and team!
I hope these tips help you to structure your day, trust the process and reap the fruits!
You are in for a juicy episode!
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I recently looked into the importance of the customer journey, measuring customer experience or customer effort. Interestingly - very few articles acknowledged that operational excellence plays a big part in this! Find out why.
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As a manager, in charge of people with serious illnesses, it is your responsibility to ensure there is an open communication line with your employee.
But… you don’t know what to say? I know it can be difficult. Today we dive into the options you have got to make your employee feel supported and valued, despite their illness.
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Elephant in the Room Part 1: https://rutzconsulting.com/the-elephant-in-the-room-cancer/
My Podcast is produced by: https://www.unavoided.com
Are you of working age and going through a cancer trauma? Or any other long term sickness, preventing you from going to work? And you are wondering how to communicate with your manager, your peers?
You are not alone!
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Elephant in the Room part 2: https://rutzconsulting.com/elephant-room-part-2/
My Podcast is produced by: https://www.unavoided.com
When contact centers - or as they were then called, call centers started in ernest, everything was done the old fashioned way. Remember faxes? Or Telephones with a receiver? Or having to raise your hand to go to the toilet?
In today’s episode we examine how the contact centre industry has changed - or… has it really changed?
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My Podcast is produced by: https://www.unavoided.com
Do you wonder whether it is possible to have a contact center career? Do you think it’s impossible to be successful in the long run in this highly pressurised environment?
In today’s episode I share with you how I started out and eventually created my own business in the industry!
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Fawlty Towers: https://www.youtube.com/watch?v=GgctmHfe3XE
My Podcast is produced by: https://www.unavoided.com
Do you work in the service delivery industry? Providing operational excellence to your team, your customers, your colleagues? Are you passionate about people, do you strive for good processes and want to make a profit as you do so? This is the podcast you have been waiting for!
Each week we feature powerful insights, training and interviews to help you navigate and step up to be the leader you desire to be! Our industry is fast paced, cruel at times and it often is tinted with negative experiences or emotions.
It is my mission to change this picture! The Contact Center Industry offers massive potential for professionals from all walks of life, to succeed in a career tailored to their talents.
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