workflow

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

 

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Credits_______________

  • 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 rVidi.com.  Currently available for iOS; Android development coming soon!

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108: Improving I.T. Project Delivery with Joseph Garfield

Joseph Garfield knows what it means to work his way up from the bottom. His entrée into technology started as an I.T. help desk operator. Over time, he advanced from being a “doer” to a strategist when he created his 3D Project Process. This framework not only consistently delivers I.T. projects on time and within budget, but it’s also even more streamlined than Agile and Scrum! Discover what makes it unique and how you can apply it to your technology projects.

Special Guest: Joseph Garfield, CEO – Phase 3

Location:  Atlanta, GA  USA

Show Notes:

Related Episodes:

  • Episode 030: Connecting Your Software for Maximum Productivity with Garrett Massey
  • Episode 036: Executing Strategy with Project Management – Kim Farmer
  • Episode 042: Automating the Sales Process with Tim Bornholdt

 

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

                                         

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Credits_______________

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

 

More About Guest, Joseph Garfield:
Joseph Garfield is the founder and CEO of Phase 3 IT, Inc, an IT Project Delivery firm specializing in helping businesses deliver their most complex infrastructure projects quickly and easily. He has leveraged his extensive background as an IT leader to develop the 3D Project Process and Project Runbooks for seamless project delivery that guarantees results every time. After 5 years of focusing on Healthcare IT, Joseph and his company are offering their unique services to the broader business world to add value and make a real difference in the world.

 

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 rVidi.com.  Currently available for iOS; Android development coming soon!

Please share with your network:

107: Leveling Up Health Data Security with Susan Blais

“Know your workflows!” Sage advice from Susan Blais as she described her experience in choosing the best technologies to optimize her sales and client engagement processes. As a Long-Term Care Professional (LTCP) she knew her decisions must be rooted in data security and HIPPA compliance. Now, she has a strong foundation in place to handle surges in demand for LTCP insurance. Learn how Susan reached this point and expand your knowledge about LTCP along the way.

Special Guest: Susan Blais, Founder & CEO – Susan Blais Insurance

Location:  Paso Robles, CA   USA

Show Notes:

  • 7 Keys to Being Well Taken Care of When You Need it Most: Download Susan’s free ebook about Long-Term Care insurance – 7 Keys Ebook – Susan Blais
  • Salesforce: a cloud-based, integrated Customer Relationship Management (CRM) software that brings companies and customers together.
  • HIPPA: the Health Insurance Portability & Accountability Act – a law passed by the U.S. Congress in 1996 designed to enforce policies, rules, and regulations to reduce health care fraud and abuse, including the protection of patient data.
  • Fiverr: a digital platform matching service providers with potential customers.  Susan referenced Fiverr as the resource she leveraged to find a Salesforce consultant.
  • Match My Email: a software that imports emails directly into Salesforce for streamlined communication. It enables email integration with Office 365, Apple Mail, IMAP, GoDaddy, Zimbra, Rackspace, and more. Match My Email is the gold standard in email syncing and logging tools for Salesforce.
  • Paubox: a HIPPA-compliant email system providing secure and data-encrypted communication for modern healthcare.
  • Acuity: a web-based scheduling tool.

The Key to Long Term Planning & Care with Susan Blais (Susan’s Interview on Operation Freedom):

Related Episodes:

  • Episode 021: Improving Quality in Healthcare Operations with Jarvis Gray
  • Episode 049: Vetting Doctors to Promote Patient Safety with Dilsa Bailey
  • Episode 074: Love Hudson-Maggio’s Data Management Process

 

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

                                         

Subscribe for FREE Wherever You Listen to Podcasts, Including: 

    

Castbox                                    

 

Credits_______________

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

 

More About Guest, Susan Blais:
Susan Blais is a certified Long-Term Care Professional (LTCP) who has helped thousands of individuals, families, and business owners lay the foundation for self-reliance in their elder years.  She has a Master’s degree in marriage and family therapy, along with professional coach certification from Coach Training Institute. This training helps her counsel families on how best to communicate their needs and desires to their loved ones in addition to preparing financially for their care.

As an independent advisor, she is not tied to any specific insurance company and can scan the market for the right product for each client. She treats each client as a friend and seeks to find the solution that is just right for them, without any kind of pressure. She sees herself as a guide who points the way and offers options, letting each client come to the decision that is in their own best interest.  Susan is a member of several professional organizations and enjoys giving back by offering workshops on various topics to community members. She is active in charities that help rescue children and animals from abusive or negligent situations.  For fun, she enjoys adventure travel, hiking with friends and dogs, and a good glass of wine while reading a thought-provoking book.

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 rVidi.com.  Currently available for iOS; Android development coming soon!

Please share with your network: