Shows
The Operational Excellence ShowKevin Wilkinson - Factoring the Future and Reshaping Property ManagementIn 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 p...2024-10-1136 min
The Operational Excellence ShowOPEX - Chasing Dreams and Achieving Goals - Cheers to Rutz Consultings 5th Birthday!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...2023-04-2624 min
The Operational Excellence ShowOPEX - Happy New Year 2023 - Revisit - Your daily 15 minute fix to successHappy 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 y...2023-01-0422 min
The Operational Excellence ShowOPEX - Leading Ladies - Harriet Waley CohenThere 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...2022-12-1436 min
The Operational Excellence ShowOPEX - Leading Gents - Growth in Real Estate & Business with Cesar HasslemannCesar 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 onl...2022-12-0740 min
The Operational Excellence ShowOPEX - Re-Visit - Through the Lens of a Scottish Whisky Business - with Karen SomervilleThe 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...2022-11-3037 min
The Operational Excellence ShowOPEX - Leading Ladies - Nikki Bradley - BEING your BrandNikki 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 picture...2022-11-2340 min
The Operational Excellence ShowOPEX - Leading Gents - Paul McCarthy CEO of SnapfixToday 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 did...2022-11-1630 min
The Operational Excellence ShowOPEX - How to prepare for Peak 2022Peak 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: htt...2022-11-0914 min
The Operational Excellence ShowLeading Ladies - Kristin Zhivago - Selling the Way Your Customers want to Buy!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 mindse...2022-11-0238 min
The Operational Excellence ShowOPEX - Re-Visit - Talking the Mental Health Truth - with BJ KennedyWe 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!2022-10-2744 min
The Operational Excellence ShowOPEX - Leading Gents - Ryan Estes of Kitcaster, The Podcast Agency - Celebrating Good ConversationI 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! ...2022-10-1238 min
The Operational Excellence ShowOPEX - Leading Gents - Sales Solves all Sins with Don MarklandIn 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...2022-10-0639 min
The Operational Excellence ShowOPEX - What 7 years On A Cancer Journey Have Taught Me, Personally and ProfessionallyOn 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...2022-09-2920 min
The Operational Excellence ShowOPEX - Managing Wealth and Staying True to Oneself - Christine LaFrance O’ByrneWe 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...2022-09-2139 min
The Operational Excellence ShowOPEX - Leading Gents - Perfect Marketing - is there any such thing? With David BaerMy 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 a...2022-09-1442 min
The Operational Excellence ShowOPEX - Welcome to Customer Service Delivery Made Easy September 2022Welcome 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! Y...2022-09-0824 min
The Operational Excellence ShowOPEX - Welcome to Customer Service Delivery Made Easy September 2022Welcome 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! Y...2022-09-0724 min
The Operational Excellence ShowOPEX - Leading Gents - Andrew Wrobel - Engaging in Emerging EuropeMy 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 h...2022-08-3138 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents - From Cricket Champion to Mindset Business Coach with Jeremy SnapeMy 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. L...2022-08-2435 min
The Operational Excellence ShowOPEX - Highlights of OPEXIn 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/...2022-08-1044 min
The Operational Excellence ShowOPEX - Leading Ladies - Marie CrossFirst 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 BigStart SmallScale Fast ...2022-08-0337 min
The Operational Excellence ShowOPEX - Leading Ladies - Eleanor O’RourkeThis 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 makin...2022-07-2736 min
The Operational Excellence ShowOPEX - Hybrid Working - 5 Ways You Want To ConsiderIn 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://rut...2022-07-2022 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents - Andy Wilkins CEO and Co-Founder of FutrWouldn’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 serv...2022-07-1336 min
The Operational Excellence ShowOPEX - Leading Ladies - Nadia PaceThis 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 Busine...2022-07-0636 min
The Operational Excellence ShowOpEx with Marianne Rutz - 9 Ways to be a better TeamleaderWe 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_OUSuxAKSAqNQJ6DZJa...2022-06-2921 min
The Operational Excellence ShowOPEX - Leading Ladies - Amy AnzelI’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 challe...2022-06-2232 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents - Paul CrichtonFinances 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 ca...2022-06-1541 min
The Operational Excellence ShowOPEX - Leading Ladies - Alexandra FusImagine 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 Mu...2022-06-0835 min
The Operational Excellence ShowOpEx with Marianne Rutz - Celebrating the Operational Excellence ShowThis 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 podcas...2022-06-0116 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents - Tommy YionoulisI 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 qu...2022-05-2545 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies – Carrie-Lynn HotsonYou 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...2022-05-1846 min
The Operational Excellence ShowOpEx with Marianne Rutz - Customer Service delivery Made EasyIn 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/ Employ...2022-05-1119 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents - Ed Tyson - Chief Architect of Leadership SOPsMy 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.leader...2022-05-0440 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents - Ed Tyson - Chief Architect of Leadership SOPsMy 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.leader...2022-05-0240 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies – Caitlin Rozario - Co Founder InterludeWe 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 yo...2022-04-2035 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies – Caitlin Rosario - CoFounder InterludeWe 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 yo...2022-04-2035 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents - Jimmy Hosang CEOWhat 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 awa...2022-04-1331 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents - Prabhjot SinghIn 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, t...2022-04-0635 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies – Ellen Wakelam - Business Continuity in Real Entrepreneurial lifeThe 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 t...2022-03-3034 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents - Marc Thompson & Paul Dermott - Secret Sauce in Forecasting & PlanningAt 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...2022-03-2436 min
The Operational Excellence ShowOpEx with Marianne Rutz - How I built a successful Consulting Business in Customer Service DeliveryToday - 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. 2022-03-1619 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents - Gregorio Uglioni - CCXP Customer Experience Par ExcellenceI’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 podc...2022-03-0934 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies – Joy Bains (welcome back!) International Programme Management made EasyI’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 shar...2022-03-0229 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents - Nuno - Carving a Career in CXHow 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 spor...2022-02-2330 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies – Marianne WithersI 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 t...2022-02-1644 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents - William CarsonGuess 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 Engag...2022-02-0942 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents - Mark EsseyWith 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...2021-12-0939 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies – Alicia Butler PierreI’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! ...2021-12-0337 min
The Operational Excellence ShowOpEx with Marianne Rutz - People, Process, Profit - 3/3Welcome 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 cu...2021-11-2513 min
The Operational Excellence ShowOpEx with Marianne Rutz - People, Process, Profit - 2/3 - Mark BuckleyToday 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...2021-11-1732 min
The Operational Excellence ShowOpEx with Marianne Rutz - People, Process, Profit - 1/3 - Teresa RobertsonToday 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. ...2021-11-1036 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents - Peter Ryan - Change AgentPeter 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 cho...2021-11-0333 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Lady Dion JohnsonI 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...2021-10-2742 min
The Operational Excellence ShowOpEx with Marianne Rutz - Caring for a loved one whilst running your BusinessCaring 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 Podc...2021-10-2016 min
The Operational Excellence ShowOpEx with Marianne Rutz - Celebrating Focus and JoyToday’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 Production2021-07-3020 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents – Julien RioWhat 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: htt...2021-07-2134 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies – Jo Regan-IlesHuman 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 fi...2021-07-1540 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies – Jo Regan-IlesHuman 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 fi...2021-07-1440 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents – Clive EllefordeAutomation 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! Links Cliv...2021-07-0744 min
The Operational Excellence ShowOpEx with Marianne Rutz - DACH CX Event - Marcus von Kloeden (English)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? ...2021-06-3037 min
The Operational Excellence ShowOpEx with Marianne Rutz -Customer Experience CCXPI 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/ Maria...2021-06-2319 min
The Operational Excellence ShowOpEx with Marianne Rutz - DACH CX Event - Marcus von Kloeden (German)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 statt2021-06-1644 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents – Hans Luyts - How to make the IT department redundant!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: 1. Reduce Costs2. Innovate faster3. Deliver peace of mind to their customers and their staff. I highly recommend you take the k...2021-06-0231 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies – Daniela SemecoDaniela 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 wh...2021-05-2632 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents – Paul Carter - How to build a multilingual recruitment businessWith 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 Pa...2021-05-1941 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leaders in ServiceWhat 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? 1. Harvest your low hanging fruitYou will find it’s not that difficult! 2. Empower your people to take actionGive them the platform and tools to take action!3. Use Automation wiselyIt doesn’t take much to get your...2021-05-1312 min
The Operational Excellence ShowOpEx with Marianne Rutz - Holistic Customer Service Delivery....Is it possibleIn 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...2021-05-0508 min
The Operational Excellence ShowOpEx with Marianne Rutz – Leading Gents – Lee HoughtonLee 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...2021-04-2838 min
The Operational Excellence ShowOpEx with Marianne Rutz – Leading Ladies – Sarah Al-Hussaini of Ultimate.aiSarah 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 We...2021-04-2143 min
The Operational Excellence ShowOpEx with Marianne Rutz - Lorna (Harper) Dunning - Why I Left My Executive Role To Mentor ExecutivesA 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 A...2021-04-1443 min
The Operational Excellence ShowOpEx with Marianne Rutz - Karen Levett - Inside the Chat(ter)boxYou 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...2021-04-0740 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents with David Rumble 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, a...2021-04-0646 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies - Nathalie Baron from Uniquepathways 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 ca...2021-04-0636 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents Mark WaltonThis 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 hi...2021-03-3144 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents with Mark HillaryIt’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...2021-03-2442 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents with Alex MeadAlex 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...2021-03-1745 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leaders in Service: The Route to ExcellenceOver 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...2021-03-0314 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies with Marianne Rutz as GuestToday’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...2021-02-2440 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies - Tugs SmithToday’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...2021-02-1733 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies - Celine Chan from Webhelp AsiaToday’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 star...2021-02-0334 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies - Paula Kennedy Garcia from ConcentrixToday’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 importan...2021-01-2734 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies - Shannon BurchShannon 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.
Shanno...2021-01-2033 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Ladies - Amal HassanAmal 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...2021-01-1339 min
The Operational Excellence ShowOpEx with Marianne Rutz - Is your Contact Centre Brexit-ProofOn 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 Podca...2021-01-0614 min
The Operational Excellence ShowEpisode 45 - OpEx with Marianne Rutz - The Key to HappinessGratitude 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.com2020-12-0417 min
The Operational Excellence ShowOpEx with Marianne Rutz - Your Daily 15 Minute Fix for SuccessThere 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/fo...2020-11-2717 min
The Operational Excellence ShowOpEx with Marianne Rutz - 7 Reasons Why You Should Treat Your Contact Centre Unit as if it was Your OWN Business!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 u...2020-11-1320 min
The Operational Excellence ShowOpEx with Marianne Rutz - LinkedIn with Louise - Corporates on LIMy 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...2020-11-0646 min
The Operational Excellence ShowOpEx with Marianne Rutz - OpEx with Marianne Rutz - For the Love of Data… - with Peter RyanPeter 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 recog...2020-10-2339 min
The Operational Excellence ShowOpEx with Marianne Rutz - How to Show Empathy in Complaint Handling with Sarah LawrenceHolistic 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 th...2020-09-1842 min
The Operational Excellence ShowOpEx with Marianne Rutz - Black Friday is Coming - Is your Team Ready?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...2020-09-1525 min
The Operational Excellence ShowOpEx with Marianne Rutz - The Secret Sauce of a Boutique Contact Centre with John DevlinHands 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 vi...2020-09-0438 min
The Operational Excellence ShowOpEx with Marianne Rutz - Operational Excellence Through the Lens of a Scottish Whisky Business - with Karen SomervilleThe 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...2020-08-2839 min
The Operational Excellence ShowOpEx with Marianne Rutz - Finances Made Human with Andi LonnenMy 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.
...2020-08-2140 min
The Operational Excellence ShowOpEx with Marianne Rutz - Operational Structure for Sustainable Success - with Alicia Butler PierreMy 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 Sustai...2020-08-141h 05
The Operational Excellence ShowOpEx with Marianne Rutz - Operational Excellence - the Call to MasteryLast 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 C...2020-08-0717 min
The Operational Excellence ShowOpEx with Marianne Rutz - How to Design and Produce an Operational Manual Fit for PurposeWhen 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 cumb...2020-07-3121 min
The Operational Excellence ShowOpEx with Marianne Rutz - How to Put your Employee Survey Data to Work, with Teresa RobertsonIn 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...2020-07-2443 min