Rod'sPod

Cheryl Paarwater is not just a seasoned entrepreneur; she's a visionary who started her call centre and BPO business from the ground up. With 25 years in sales, marketing, and operations management, she's grown Enerlytics & Call Lab BPO into a respected name in the South African call centre and BPO community. But Cheryl's influence extends far beyond business success. She's a c...

A journey begun with remarkable courage and determination, Rinos Mautsa's story is one of passion and vision. As a young Zimbabwean, freshly graduated, he set forth to earn a degree, an MBA, and most recently, a PhD, all within a span of 15 years. But his academic achievements only scratch the surface. Rinos' true impact lies in founding the Contact Centre Association of Zimbabwe (CCAZ) ,...

In this episode I chat with the highly respected Australian CX and contact centre analyst, strategic advisor, consultant and prolific author and podcaster, Simon Kriss. We first met well over 25 years ago and we chatted about how the contact centre industry has taken us both to many exotic (and no-so-exotic!) parts of the world. We spent quite a lot of time talking about Simon’s recently published...

Episode # 7 In this episode, I chat with Michelle Clifford about her career journey from graduating with a degree in Speech and Language Pathology to her practical experience working in the UK and then as a call centre manager for a leading South African BPO in the early 2000s and later becoming a highly acclaimed specialist in the field of contact centre management and agent training. Michelle sh...

In this episode, I chat with Mark Angus, CEO of GBS World, as we look back on over two decades of the growth of the South African BPO sector and into what appears to be a flourishing future for the industry. Mark also shares his views on the overall growth of the greater African BPO/GBS industry and his insights based on GBS World's up-to-the-minute research covering 26 African countries. (Fre...

I’ve called this episode "A Chip Off the Old Block", featuring my son Evan Jones, a seasoned industry professional with over 20 years of unparalleled experience in call centres, contact centres, BPO operations, and at the helm of several high-impact youth employment initiatives. His career journey has been remarkable and pivotal in shaping the future of digital skill development in South...

In this captivating episode, I had the pleasure of engaging in a thought-provoking conversation with Mark Hillary, a renowned writer, analyst, and podcaster who has established himself as a prominent figure in the global CX BPO industry. During our discussion, we delved into the fascinating realms of human language, captivating narratives, and the profound impact of AI technologies on the CX indus...

Step right up and put on your best cowboy hat because we've got a special guest for you on today's podcast! Get ready to meet the legendary Mr. Rod Jones, affectionately known as the Grandaddy of the call centre industry in South Africa. With a mischievous smile and a carefully crafted rose made from a red serviette, Rod's unmistakable charm and wit are sure to make you shout, "Th...

In this episode, I chat with David Neale and Mike Butler of Nutun CX BPO about the organisation's One Agent- One Child initiative in association with Mellon Educate. In a nutshell, for every agent Nutun employs, the organisation will provide literacy training for one child through the Mellon Educate programme and a growing network of over 40 schools. For more information: https://www.nutun.com...

Situated in the vibrant city of Montreal, Canada, Peter Ryan is widely celebrated for his remarkable insights and profound understanding of the dynamic trends shaping the ever-evolving business process outsourcing (BPO) industry. Widely acknowledged as one of the most influential analysts and subject matter experts in this field, his consulting practice is respected for its exceptional ability to...