The Operational Excellence Show

When this episode gets aired in August - I will be in Switzerland, staying with my family for the first time in 4 very long months. I can’t wait for this - and of course, to ensure I can take time ou…

In Episode 24 I touched on employee survey data very briefly with Dave D’Arcy, who - like me - is an operational generalist with a big heart for his teams.

My guest today picks up on the topic of emp…

Quite often we know what the problems are. We just don’t have the time, the energy or the resources to work on them all at the same time.

That’s where FAB Solutions and Garry Gormley - the contact ce…

Hello everyone! This is episode 25! We are listened to in 34 countries and by the time this episode airs we will have surpassed 1000 downloads! 
One of our raving fans - Morris - said recently “A bri…

My guest today is Dave D’Arcy - the Senior Director International Care and Tech Support with Vonage.

Dave very candidly shares his initial first job in the industry - where all he knew was “wanting t…

Helen joined BPA Quality in 2013 after previous roles in teaching and operations.

As EMEA Quality Solutions and CX Manager, she leverages her passion and expertise for all aspects of Quality and Cust…

Marcus - A German National - and I, first got to know about each other when Marcus promoted the DACH Customer Experience Awards. You will hear Marcus talk about them at the end of the podcast. 

But …

Martin started his contact centre career as an agent on the phones in a small contact centre in London. He has been in this vibrant, fun, diverse, creative and hard working Contact Centre industry no…

We all know somebody, that knows somebody who suffered from burnout in our very busy and pressurised industry!

I’m humbled and honoured that my previous line manager and now good friend B J Kennedy -…

For years on end there has been this chicken and egg scenario in the contact center world!



The question is - what comes first - Operational Management or Customer Experience? 

In this episode Dan …

Sandra Green is a certified executive coach, founder of the Women Leaders Association (www.thewla.com), speaker and author. Her passion is in helping leaders recognise their brilliance and break thro…

As I record today’s episode, the United Kingdom is still in lockdown - and it’s most likely to be extended for another couple of weeks. 

Many contact centres moved their workforce into home offices -…

In today’s episode I am talking to a LinkedIn expert! Over the last couple of months LinkedIn has quickly risen to the platform of choice for so many professionals and entrepreneurs! 
There is a reas…

We are seeing the recruitment industry change at the speed of light. The current Covid-19 crisis forces businesses to look at Working from Home solutions on all levels.



Some people, like myself, ha…

In this episode I’m discussing the hot potato in the contact center industry - well any industry for that matter - Customer Experience - what do we measure and how do we measure it.



My guest is an …

Today’s episode was supposed to be about the Ritz Carlton’s awesome customer experience - but over the last week or so - friends, colleagues, acquaintances - simply - just people - have been asking m…

My client today is an expert in the lighting industry! Just look at the light-bulb you may have in your home, or the Smart Lighting solution you may have - it could be from Signify - formerly Philips…

I am so excited for today’s episode with business executive and team leadership coach, Gregor Findlay the owner of Courageous Development!

Gregor was the very first business coach I ever had. I was j…

Welcome to Episode 10!

As I’m recording this, the UK is heading into its second week of lock down due to the CoronaVirus. Many of you will have been advised to work from home now and your teams are r…

I first met Willow in 2018, we both attended a course by Heather Dominique to think about our deposition of being ‘Highly Sensitive” - that doesn’t mean we are highly emotional or irrational as many …