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.
…
continue reading
The OrderUp - A Multi-unit Operations Management Show is a podcast dedicated to running better operations. It is a mix of interviews with industry leaders, current events, and original content.
…
continue reading
1
Episode 141 - OPEX- Leading Gents - Dave D’Arcy - Laughing Leadership is Leadership a Laughing Matter
35:54
35:54
Play later
Play later
Lists
Like
Liked
35:54
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 y…
…
continue reading
1
99 - Interview With Dr. Bob - VP Of Products At Epic IO
56:47
56:47
Play later
Play later
Lists
Like
Liked
56:47
In this episode, I interview Dr. Bob the inventor of the Epic IO Aura, an automatic room disinfection tool that kills 99.9% of viruses, bacteria, and fungi on all surfaces totally chemical-free. To learn more about the Epic IO Aura and get access to the OpsAnalitica Only discount, https://opsanalitica.com/epicio/To learn more about Opsanalitica, go…
…
continue reading
1
Episode 140 - OPEX - Chasing Dreams and Achieving Goals - Cheers to Rutz Consultings 5th Birthday!
24:33
24:33
Play later
Play later
Lists
Like
Liked
24:33
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…
…
continue reading
1
Episode 139 - OPEX - Navigating the Identity Maze as an Individual, a CEO and a Thought Leader
23:59
23:59
Play later
Play later
Lists
Like
Liked
23:59
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 …
…
continue reading
1
Episode 138 - OPEX - Foundation Series - BONUS EPISODE - Customer Service Delivery Made Easy - HOW TO BECOME A BETTER LEADER
23:33
23:33
Play later
Play later
Lists
Like
Liked
23:33
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@rutzconsultin…
…
continue reading
1
Episode 137 - OPEX - Foundation Series - Customer Service Delivery Made Easy - Week 4 - SHOW ME THE MONEY IN CUSTOMER SERVICE
33:07
33:07
Play later
Play later
Lists
Like
Liked
33:07
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…
…
continue reading
1
Episode 136 - OPEX - Foundation Series - Customer Service Delivery Made Easy - Week 3 - DO NOT OPERATE IN SILO
32:14
32:14
Play later
Play later
Lists
Like
Liked
32:14
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 ema…
…
continue reading
1
Episode 135 - OPEX - Foundation Series - Customer Service Delivery Made Easy - Week 2 - THE BACKBONE OF OUR ORGANISATION… THE OPS HANDBOOK
28:51
28:51
Play later
Play later
Lists
Like
Liked
28:51
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 -…
…
continue reading
1
Episode 134 - OPEX - Foundation Series - Customer Service Delivery Made Easy - Week 1 - 3 POWERFUL STEPS TO ENSURE YOU HIRE THE RIGHT PEOPLE!
29:08
29:08
Play later
Play later
Lists
Like
Liked
29:08
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 …
…
continue reading
1
Episode 133 - OPEX - Leading Ladies - Wendy Sellers - The HR Lady
39:12
39:12
Play later
Play later
Lists
Like
Liked
39:12
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 asse…
…
continue reading
1
Episode 132 - OPEX- Leading Ladies - Marybeth Gregg
37:22
37:22
Play later
Play later
Lists
Like
Liked
37:22
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…
…
continue reading
1
Episode 131 - OPEX - Where is your customer Service going Wrong?
16:20
16:20
Play later
Play later
Lists
Like
Liked
16:20
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 Predic…
…
continue reading
1
98 - Interview With Nick Moschetti - GM Of The Brown Palace Hotel
1:18:56
1:18:56
Play later
Play later
Lists
Like
Liked
1:18:56
In this episode Tommy Interviews Nick Moschetti, GM Of The Brown Palace HotelTo learn more - Click Here: https://www.brownpalace.com/To learn more about OpsAnalitica Click Here: https://opsanalitica.comBy Tommy Yionoulis and Erik Tversland
…
continue reading
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 i…
…
continue reading
1
97 - Interview With Joe Dominiak - President And COO Of ARC Group Inc
1:04:29
1:04:29
Play later
Play later
Lists
Like
Liked
1:04:29
In this episode Tommy Interviews Joe Dominiak, President And COO Of ARC Group IncTo learn more - Click Here: https://arcgrpinc.com/To learn more about OpsAnalitica Click Here: https://opsanalitica.comBy Tommy Yionoulis and Erik Tversland
…
continue reading
1
Episode 129 - OPEX- Leading Gents - Ken Babcock - It Takes Two To Tango
35:24
35:24
Play later
Play later
Lists
Like
Liked
35:24
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 …
…
continue reading
1
96 - Interview With Chris Williams - Director Of Training And Culture At Walk - Ons
1:14:46
1:14:46
Play later
Play later
Lists
Like
Liked
1:14:46
In this episode Tommy Interviews Chris Williams, Director Of Training And Culture At Walk - OnsTo learn more - Click Here: https://walk-ons.com/To learn more about OpsAnalitica Click Here: https://opsanalitica.comBy Tommy Yionoulis and Erik Tversland
…
continue reading
1
Episode 128 - OPEX - Happy New Year 2023 - Revisit - Your daily 15 minute fix to success
22:48
22:48
Play later
Play later
Lists
Like
Liked
22:48
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 t…
…
continue reading
1
95 - Interview With Mohamed Abdelaziz - Assistant General Manager Four Seasons
35:39
35:39
Play later
Play later
Lists
Like
Liked
35:39
In this episode Tommy Interviews Mohamed Abdelaziz, Assistant General Manager Four SeasonsTo learn more - Click Here: https://www.fourseasons.com/sharmelsheikh/?seo=google_local_sha1_emeaTo learn more about OpsAnalitica Click Here: https://opsanalitica.comBy Tommy Yionoulis and Erik Tversland
…
continue reading
1
Episode 127 - OPEX - Queens fix each other's Crowns
22:49
22:49
Play later
Play later
Lists
Like
Liked
22:49
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 Dolla…
…
continue reading
1
94 - Interview With Chris Matherne - Above Store Leader Take - 5 Oil
38:01
38:01
Play later
Play later
Lists
Like
Liked
38:01
In this episode Tommy Interviews Chris Matherne, Above Store Leader Take - 5 OilTo learn more - Click Here: https://www.take5oilchange.com/To learn more about OpsAnalitica Click Here: https://opsanalitica.comBy Tommy Yionoulis and Erik Tversland
…
continue reading
1
Episode 126 - OPEX - Leading Ladies - Harriet Waley Cohen
36:37
36:37
Play later
Play later
Lists
Like
Liked
36:37
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 de…
…
continue reading
1
93 - Interview With Rob Carpenter - Founder At Valyant AI
52:18
52:18
Play later
Play later
Lists
Like
Liked
52:18
In this episode Tommy interviews Rob Carpenter, Founder At Valyant AITo learn more - Click Here: https://valyant.ai/To learn more about OpsAnalitica Click Here: https://opsanalitica.comBy Tommy Yionoulis and Erik Tversland
…
continue reading
1
Episode 125 - OPEX - Leading Gents - Growth in Real Estate & Business with Cesar Hasslemann
40:53
40:53
Play later
Play later
Lists
Like
Liked
40:53
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!…
…
continue reading
1
92 - Interview With Susan Barry - Founder Hive Marketing
1:06:04
1:06:04
Play later
Play later
Lists
Like
Liked
1:06:04
In this episode Tommy Interviews Susan Barry, Founder of Hive Marketing and The Top Floor Podcast.To learn more - Click Here: https://topfloorpodcast.comTo learn more - Click here: https://hive-marketing.comTo learn more about OpsAnalitica Click Here: https://OpsAnalitica.comBy Tommy Yionoulis and Erik Tversland
…
continue reading
1
Episode 124 - OPEX - Re-Visit - Through the Lens of a Scottish Whisky Business - with Karen Somerville
37:51
37:51
Play later
Play later
Lists
Like
Liked
37:51
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…
…
continue reading
1
Episode 123 - OPEX - Leading Ladies - Nikki Bradley - BEING your Brand
40:20
40:20
Play later
Play later
Lists
Like
Liked
40:20
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 da…
…
continue reading
1
Episode 122 - OPEX - Leading Gents - Paul McCarthy CEO of Snapfix
30:50
30:50
Play later
Play later
Lists
Like
Liked
30:50
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 examp…
…
continue reading
1
Episode 121 - OPEX - How to prepare for Peak 2022
14:33
14:33
Play later
Play later
Lists
Like
Liked
14:33
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 b…
…
continue reading
1
Episode 120 - Leading Ladies - Kristin Zhivago - Selling the Way Your Customers want to Buy!
38:36
38:36
Play later
Play later
Lists
Like
Liked
38:36
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 revenu…
…
continue reading
1
Episode 119 - OPEX - Re-Visit - Talking the Mental Health Truth - with BJ Kennedy
44:02
44:02
Play later
Play later
Lists
Like
Liked
44:02
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 workin…
…
continue reading
1
Episode 118 - OPEX - Leading Gents - Ryan Estes of Kitcaster, The Podcast Agency - Celebrating Good Conversation
38:04
38:04
Play later
Play later
Lists
Like
Liked
38:04
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 lis…
…
continue reading
1
Episode 117 - OPEX - Leading Gents - Sales Solves all Sins with Don Markland
39:05
39:05
Play later
Play later
Lists
Like
Liked
39:05
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…
…
continue reading
1
Episode 116 - OPEX - What 7 years On A Cancer Journey Have Taught Me, Personally and Professionally
20:55
20:55
Play later
Play later
Lists
Like
Liked
20:55
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 W…
…
continue reading
1
Episode 115 - OPEX - Managing Wealth and Staying True to Oneself - Christine LaFrance O’Byrne
39:47
39:47
Play later
Play later
Lists
Like
Liked
39:47
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 t…
…
continue reading
1
Episode 114 - OPEX - Leading Gents - Perfect Marketing - is there any such thing? With David Baer
42:39
42:39
Play later
Play later
Lists
Like
Liked
42:39
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 a…
…
continue reading
1
Episode 113 - OPEX - Welcome to Customer Service Delivery Made Easy September 2022
24:37
24:37
Play later
Play later
Lists
Like
Liked
24:37
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 ex…
…
continue reading
1
Episode 112 - OPEX - Leading Gents - Andrew Wrobel - Engaging in Emerging Europe
38:23
38:23
Play later
Play later
Lists
Like
Liked
38:23
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 …
…
continue reading
1
Episode 111 - OpEx with Marianne Rutz - Leading Gents - From Cricket Champion to Mindset Business Coach with Jeremy Snape
35:44
35:44
Play later
Play later
Lists
Like
Liked
35:44
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 professi…
…
continue reading
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. Mys…
…
continue reading
1
Episode 109 - OPEX - Leading Ladies - Marie Cross
37:57
37:57
Play later
Play later
Lists
Like
Liked
37:57
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 c…
…
continue reading
1
91 - Interview With Michael Tingsager - Founder Hospitality Mavericks
1:04:47
1:04:47
Play later
Play later
Lists
Like
Liked
1:04:47
In this episode we interview Michael Tingsager - Founder Hospitality Mavericks. What I really enjoyed about this interview was learning about the research into best practices that Michael and his team are conducting at Hospitality Mavericks. To learn more - Click Here: https://www.hospitalitymavericks.comTo learn more about OpsAnalitica Click Here:…
…
continue reading
1
Episode 108 - OPEX - Leading Ladies - Eleanor O’Rourke
36:34
36:34
Play later
Play later
Lists
Like
Liked
36:34
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 differe…
…
continue reading
1
Episode 107 - OPEX - Hybrid Working - 5 Ways You Want To Consider
22:49
22:49
Play later
Play later
Lists
Like
Liked
22:49
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…
…
continue reading
1
90 - Interview With Marianne Rutz - Founder Rutz Consulting
1:11:05
1:11:05
Play later
Play later
Lists
Like
Liked
1:11:05
In this episode we interview Marianne Rutz - Founder of Rutz Consulting. What I really enjoyed about this interview was learning how the call center industry is so similar to the Hospitality Industry. Also, how running great operations directly affects the call centers. To learn more - Click Here: https://rutzconsulting.comTo learn more about OpsAn…
…
continue reading
1
Episode 106 - OpEx with Marianne Rutz - Leading Gents - Andy Wilkins CEO and Co-Founder of Futr
36:44
36:44
Play later
Play later
Lists
Like
Liked
36:44
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 …
…
continue reading
1
89 - Interview With Joseph Szala - Managing Director Vigor Branding - Part 2
1:14:33
1:14:33
Play later
Play later
Lists
Like
Liked
1:14:33
In this episode we interview Joseph Szala Managing Director of Vigor Branding. It was so interesting to hear how Branding and Marketing affect Operations and how Operations affect Marketing. This is part 1 of 2. To learn more - Click Here: https://vigorbranding.comTo learn more about OpsAnalitica Click Here: OpsAnalitica.com…
…
continue reading
1
89 - Interview With Joseph Szala - Managing Director Vigor Branding - Part 1
51:07
51:07
Play later
Play later
Lists
Like
Liked
51:07
In this episode we interview Joseph Szala Managing Director of Vigor Branding. It was so interesting to hear how Branding and Marketing affect Operations and how Operations affect Marketing. This is part 1 of 2. To learn more - Click Here: https://vigorbranding.comTo learn more about OpsAnalitica Click Here: OpsAnalitica.com…
…
continue reading
1
Episode 105 - OPEX - Leading Ladies - Nadia Pace
36:48
36:48
Play later
Play later
Lists
Like
Liked
36:48
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 …
…
continue reading
1
88 - Interview With Michel Falcon - Founder Of Brasa Peruvian
1:11:15
1:11:15
Play later
Play later
Lists
Like
Liked
1:11:15
In this episode we interview Michel Falcon - Founder of Brasa Peruvian. What I really enjoyed about this interview was learning how Michel took skills and processes from 1800Junk and used them at Brasa Peruvian. To learn more - Click Here: https://brasaperuvian.com/To learn more about OpsAnalitica Click Here: OpsAnalitica.com…
…
continue reading