109: Boosting Customer Experience in Contact Centres with Marianne Rutz

Providing excellent customer support is just as important as the goods and services you offer. Effective communication is vital to creating a positive customer experience. Despite your team’s technical acumen, language nuances can erode that experience. This is further complicated when you have an international customer base. That’s where Marianne Rutz comes to the rescue. As Europe’s leading multi-lingual contact centre expert, she has a proven process to improve front-line and back-office operations leading to more profits and happier customers. Gain step-by-step insights into her formula.

Special Guest: Marianne Rutz, Founder & CEO – Rutz Consulting

Location:  Stirling, SCOTLAND

Show Notes:

Example Call Centre Flowchart:


Related Episodes:

  • Episode 047: Leading a Successful Merger & Acquisition with Karen Walker
  • Episode 094: Retooling Operations for Customer Success with David Ellin
  • Episode 105: Streamlining Podcast Production with Berthine Crevecoeur West


Like What You Heard? Please Leave a Review on Apple Podcasts


Subscribe for FREE Wherever You Listen to Podcasts, Including: 





  • Producer & Host: Alicia Butler Pierre
  • Editor: Olanrewaju Ade
  • Sponsor: rVidi


More About Guest, Marianne Rutz:
Marianne Rutz is the owner and founder of Rutz Consulting, a firm which specialises in helping companies achieve Operational Excellence. With a Master’s Degree in travel and tourism, and over 20 years of experience in leading large operations in the multilingual contact centre world, Marianne’s passion to bring success into firms has shown impeccable results.

Marianne is a Swiss national married to an Englishman and currently lives in Scotland. Marianne travels all over the world within the multilingual contact centre environment implementing her signature LEAP Operational Delivery framework. With a strong passion for people, Marianne also delivers her weekly podcast, The Operational Excellence Show,  to expand her knowledge to her audience. In a world of ever-changing technology and environment, Marianne is keen to ensure businesses follow suit and deliver excellent service to their customers.


More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. – a 15-year-old operations management consulting firm. Her career in operations began over 20 years ago while working in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success.  It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 35+ countries.


More About Sponsor, rVidi:
rVidi is the easy app that lets you communicate via video soundbites in your own time in a public or private group setting. Learn more and download for free at  Currently available for iOS; Android development coming soon!

058: The One Thing You Need to Know About Data Privacy – Jodi Daniels

Are you someone I can trust? Jodi Daniels says the answer to this question determines whether potential customers will do business with you. As a data privacy expert, she keeps her finger on the pulse of privacy policies that affect every sized business. In this episode, Jodi details the business infrastructure required to support a strong data privacy strategy. Find out why she says your company needs to comply with GDPR and CCPA legislation even if you aren’t in the business of selling data.

Special Guest: Jodi Daniels, Founder & CEO – Red Clover Advisors

Location: Atlanta, GA  USA

Show Notes:

  • 8 Steps to CCPA Compliance – download Jodi’s process for FREE
  • Information Commissioner’s Office: the UK’s independent body set up to uphold information rights.
  • Information Association of Privacy Professionals: “The world’s largest and most comprehensive global information privacy community,” that “…brings together the people, tools and global information management practices you need to thrive in today’s rapidly evolving information economy.”
  • Federal Trade Commission: the U.S. federal agency with a unique dual mission to protect consumers and promote competition.
  • National Cybersecurity Awareness Month: a collaborative effort between U.S. government and industry to raise awareness about cybersecurity (held annually in October).
  • StaySafeOnline: an organization powered by the National Cyber Security Alliance with a mission to “educate and empower our global digital society to use the internet safely and securely.
  • Data Security Tools:
    • Dropbox: cloud storage solution
    • Box: cloud storage solution
    • Nord VPN: secure virtual private network for internet access
    • CyberGhost: secure virtual private network for internet access
    • Two-Factor Authentication: set up extra protection for accessing your apps and software with this article.
    • Encrypt your laptop – an article from the Guardian featuring different laptop encryption tools
    • LastPass App: digital password manager
    • AVAST – free anti-virus and scanning software
  • Watch Jodi’s Presentation on Data Privacy at the Small Business Matters Conference:

Related Episodes:

    • Episode 010: Cybersecurity & Small Business – What You Need to Know for Maximum Protection
    • Episode 018: How AI Technology Can Scale Your Business
    • Episode 029: Minimizing Risk with Decision Science

Subscribe for FREE on Your Favorite Podcast Platform


054: The One Thing You Need to Know About Social Media – Marie Incontrera

Vlogs, blogs, links, tags, hashtags…these are more than just buzzwords.  They are the digital currency of the Information Age and businesses seeking to grow who ignore it, do so to their detriment.  In this episode, social media consultant Marie Incontrera shares the most important thing you need to know about social media as well as the people, processes and tools needed to implement a sustainable posting strategy.  Find out why she says you need a customized plan because there is no one-size-fits-all approach to social media.

Special Guest: Marie Incontrera, Founder & CEO – Incontrera Consulting

Location: Brooklyn, New York  USA

Show Notes:

Related Episodes:

    • Episode 020: Striking the Perfect Balance between Marketing & Operations
    • Episode 043: Becoming an Online Influencer with Heather Havenwood
    • Episode 051: Designing a Digital Content Management Process with Alicia Butler Pierre

Subscribe for FREE on Your Favorite Podcast Platform


039: Using Processes for Structure & Consistent Results with Paul Nicholaides

In this first episode of Season 4, Paul Nicholaides shares an example of how he used processes to help a fast-growing company scale without compromising their culture.  He specifically explains how he helped shape his client’s business infrastructure based on their value chain and processes.  Processes are a valuable component of business infrastructure because as Paul says, “Without it, there is chaos and people will produce different results.”    He also debunks the popular belief that processes are only for large enterprises and stresses that, to be effective, processes must be purposeful, relevant and continuously improved.  Discover the important lesson Paul says he learned from this experience as well as the two fundamental things he says are needed to sustain processes.

Special Guest: Paul Nicholaides, Principal Consultant/Managing Partner at Tanic.

Location: Leeds, England 

Show Notes:


Related Episodes:

  • Episode 002: My Business is Small…Why Does It Need Business Infrastructure?
  • Episode 024: Driving Faster with Business Infrastructure
  • Episode 035: Positioning Front Line Leadership for Success
  • Episode 037: Leveraging Culture to Drive Business Transformation
  • Episode 038: Building Business Infrastructure for Scale (includes soundbites from Paul)


Subscribe on Your Favorite Podcast Platform: