The Operational Excellence Show

Hi everyone, welcome to this episode! I’m delighted it comes on the back of Episode 6 ‘How to set yourself up for a Successful Day in the Office
- I got a number of comments and requests around 

“An…

Today I’m talking to Joy Bains. Hands down - Joy is one of the best project / programme managers I have worked with in my career. 
I hired Joy in May 2019 - simply because I struggled to deliver a gl…

In our fast-paced environment, most of my Team Managers and Ops Managers struggled to demonstrate how they worked through their day.

 Often - at the end of the day - they sat at their desks - wonder…

I recently looked into the importance of the customer journey, measuring customer experience or customer effort. 
Interestingly - very few articles acknowledged that operational excellence plays a bi…

As a manager, in charge of people with serious illnesses, it is your responsibility to ensure there is an open communication line with your employee.

But… you don’t know what to say? I know it can be…

Are you of working age and going through a cancer trauma? Or any other long term sickness, preventing you from going to work? And you are wondering how to communicate with your manager, your peers?

Y…

When contact centers - or as they were then called, call centers started in ernest, everything was done the old fashioned way. Remember faxes? Or Telephones with a receiver? Or having to raise your h…

Do you wonder whether it is possible to have a contact center career? Do you think it’s impossible to be successful in the long run in this highly pressurised environment?

In today’s episode I share …

Do you work in the service delivery industry? Providing operational excellence to your team, your customers, your colleagues? Are you passionate about people, do you strive for good processes and wan…