Episode notes

The CX Goalkeeper had the great opportunity to interview Marianne Rutz

LinkedIn Headline: We're the Experts in Helping Fast-Growth SMEs Transform Their Call Centre Operations into Powerhouse Profit Centres | Podcaster | Speaker

Highlights:

  • 00:00 Game Start

  • 01:01 Marianne's Introduction

  • 03:44 Marianne's Values

  • 06:12 Operational Excellence Definition

  • 08:11 Are companies good enough?

  • 13:52 Do you have enough people?

  • 15:53 Quality Assurance

  • 19:57 Measurement

  • 24:54 The best short term measure to improve

  • 27:14 The future of Operational Excellence

  • 29:18 Book suggestion

  •  ... 

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Keywords
operational excellencemarianne rutz