The Operational Excellence Show

Amal Hassan, Founder and CEO of Outsource Global, Nigeria.



The very first guest in this exciting Leading Ladies Series is Amal Hassan. 
Amal Hassan is a leading Nigerian technopreneur with diverse …

On 01 January 2021 the UK leaves the EU and we are facing new ways of doing business in our contact centres. We have had 4.5 years to prepare for this moment! In this episode I’m looking at what you …

Gratitude is the key to happiness!

Even in difficult times like 2020 - where so many people have suffered the loss of a loved one, lost their job maybe, struggled with loneliness or depression - Prac…

There is ONE hack I want you to do every single day! In this episode I tell you why it’s important to stick with this one hack!

You will also learn...

• How knowing your leadership Style and your Kol…

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 B…

My Guest today is Louise Brogan - the founder and owner of Social Bee Northern Ireland (NI). 

Louise started off as a Social Media expert, providing training on Facebook set up, usage, LinkedIn and …

For so many of us 2020 will be the most remarkable and memorable year in business - yet maybe for all the wrong reasons….

• Less customer contacts leading to loss of revenue
• Overwhelmed contact centre…

Peter is THE go-to expert for data relating to the BPO industry. He has been at the forefront of contact centre services market advisory for over a decade!

He began his career in London at Datamonito…

Artificial Intelligence - a buzz word in the contact centre world - and one that can eat up a lot of resources, money and, frankly, often does not produce the desired result.

My guests today are Davi…

My guest and his team just recently won the European Customer Centricity Award 2020 in “Digital Transformation” and “Best Measurement in Customer Experience” - recognizing Signify’s digital transform…

What we thought would pass and was initially called the “new normal” for a period of time…. Is most definitely here to stay.



Contact Centres all over the place have moved their frontline delivery w…

I recently read an article in Forbes by Micah Solomon, a customer service and customer experience consultant. He had interviewed Yael Ron, the General Manager of the Ritz Carlton Hotel in San Francis…

Holistic complaints handling has nothing to do with hugging trees - yet the complaint handling process is changing post-Covid-19. 

My guest Sarah Lawrence worked for the financial services ombudsman…

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…

I really struggled with this episode…. Firstly - ever since George Floyd’s murder in June 2020 I thought by myself - what have I missed? What is it that I have never really spoken about? Have I no un…

Hands up who has ever thought of starting their own contact centre? Bringing tailor-made solutions to businesses and well and truly caring about clients and employees?

We all know how much hard work …

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…

My guest this week is Andi Lonnen, Founder of the Finance Training Academy, Speaker and Author - all things Finances.



Andi founded her business after a sabbatical cycling the Swiss Alps! I just had…

My guest today is a lady I absolutely admire! She founded a boutique operations management firm 15 years ago and to date serves CEO’s of Small Businesses but also C-Suite Executives as a consultant t…

Last week’s podcast was all about the Ops Manual – so that your operations run like clockwork - even when you are not there. Or – so that in a crisis – as COVID 19 – you have it all in one place and …