[Podcast] Not Everything German Is All German

Marianne Rutz is the founder and owner of Rutz Consulting, which helps contact center leaders transform their operational delivery and empower employees to deliver excellent customer experience. She has over 20 years of experience in Operational Excellence, and has become a thought leader in the contact center industry. In this interview, Marianne shares some great insights and practical advice on how to account for local culture in global service teams, and how teams can leverage cultural diversity to improve their services.

You can reach Marianne at:

She also has her own podcast: https://operationalexcellenceshow.libsyn.com/

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Podcast

The Do's and Dont's of IT projects

What should we do to (and not do) to ensure the project runs smoothly, and delivers the best results? I asked a few experienced IT project managers what they've learned.

[Case Study] How I helped improve construction projects

Last year, I helped a construction company improve the efficiency of their projects, and their IT team become a true business partner. You can read the story here.

[Podcast] It Took A Lot Of Jelly Beans

Peter Maeseele is an expert in design and business analysis, and a lead in a number of IT knowledge management initiatives. In this talk he shared some of his experiences and insights - and why jelly beans proved a key component of their change management.

The Lazy Man's Way Of Working

Lazy smart people leverage experience to their benefit. They take the time to save time.

Three Tricks I Learned, And You Should Too

Much of the value of knowledge sharing comes from sharing and reusing tricks and small improvements that are easy to replicate and adopt. Here are three 'tricks' I learned to improve work and life.

[Case Study] Better IT knowledge sharing = happier customers

Fewer calls, lower costs, and happier customers. Here are some results different IT teams saw by improving their knowledge sharing and communication. What would achieving similar results mean for you and your team?

A tool to optimize your team's learning and knowledge sharing

In this video I introduce a free tool that 1) helps you quickly identify the knowledge sharing opportunities in your organisation, 2) indicates where such an investment would yield the greatest return, and 3) helps you build the optimal learning strategy.

[Podcast] Breaking Silos in the Virtual Workplace

In this talk, Stefano Leone (IT communications and people strategy at Euroclear) sin improving collaboration and breaking down silo's in a tech-focused environment.

[Podcast] How to make the IT department redundant!

I recently appeared on the podcast of Marianne Rutz, a leading operational excellence consultant in the contact center industry. We talked about the future of IT services, and how to deliver real value to customers.

The three kinds of knowledge management

So you want to improve your IT team’s knowledge management. Where do you begin?

Nobody cares about the ServiceDesk

Traditionally, the ServiceDesk offers a safety net for IT users. But here's the thing: nobody wants a good safety net. They want to not need a safety net.

Shift-Left: getting started the right way

Many IT organisations are working to implement a shift-left of knowledge and capabilities. However, many of these initiatives don't deliver the expected results. To prevent this from happening to you, I’d like to share three pieces of advice to get started the right way.

[Case Study] 45% increased customer satisfaction at IT service company

We helped an IT company improve their service delivery. Within 6 months, the company saw 30% fewer complaints and incidents, 35% less rework, 45% higher customer satisfaction, and overall lower operating costs.

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