This episode's guest is Chris Rainsforth, an award-winning Customer Contact Specialist who has been in the Industry for over 15 years working in both in-house and outsourced contact centres, holding roles in Operations, Training and Support Functions across Front & Back Offices. Chris has experience in developing multi-site, multi-culture and multi-channel change programmes, working across global regions to deliver successful initiatives including enablement, quality assurance, speech analytics and Training and has a demonstrated history in Program Leadership across many functions in a range of industries. His experience is shared as a thought leader and Keynote speaker who has experience delivering small training and discussion workshops up to large-scale conferences and events.

Lee and Chris discuss his journey from homelessness to successful change leader, working for The Forum, a professional training and coaching company, bringing his wealth of knowledge and experience to use in helping clients develop innovative and robust approaches to customer service.

KEY TAKEAWAYS
At 15 Chris became homeless from detrimental choices and being an ‘idiot’, but luckily met people who put him on the road to his current success. Chris’ experiences have led him towards a career advising and guiding other people.
Contact Centres are great places to launch a business career as it teaches you so much, be it Customer Service, HR, Management or Training.
To circumvent mistakes of the past, Chris’ family have a very open environment so discussions can be easily held.
It takes a degree of confidence to issue Keynote speeches, lead Change Groups and run open conferences and events. It is much easier to be yourself in these environments as having to keep up an appearance is exhausting. Be authentic.

BEST MOMENTS

‘We help organisations that run any type of customer operation, whether it’s a contact centre or a back office or retail business, help them understand their requirements and give them learning development and support to make themselves and their people better.’ – Chris 

‘One of the key things for me was finding that you don’t need to do everything alone. That’s the place I was in, that I had to do everything alone. It taught me that I don’t need to be expert at everything, I don’t need to know everything, but I do need to know that there are people out there that can help.’ – Chris 

‘What three words do you think your daughter would use to describe you?’ – lee ‘I honestly think she would say that I am caring, generous, and I would imagine she would say I’m a role model.’ – Chris

‘People will like me or they won’t, and that’s fine, I’m happy with that. I am who I am and I’m not going try and change who I am anymore. I’ve tried that and it’s exhausting.’ – Chris

VALUABLE RESOURCES

Business Problems Solved Podcast

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.



CONTACT METHOD

You can contact Lee Houghton on 07813342194

Lee@leehoughton.com

https://www.linkedin.com/in/lhoughton/

This episode's guest is Chris Rainsforth, an award-winning Customer Contact Specialist who has been in the Industry for over 15 years working in both in-house and outsourced contact centres, holding roles in Operations, Training and Support Functions across Front &amp; Back Offices. Chris has experience in developing multi-site, multi-culture and multi-channel change programmes, working across global regions to deliver successful initiatives including enablement, quality assurance, speech analytics and Training and has a demonstrated history in Program Leadership across many functions in a range of industries. His experience is shared as a thought leader and Keynote speaker who has experience delivering small training and discussion workshops up to large-scale conferences and events.
Lee and Chris discuss his journey from homelessness to successful change leader, working for The Forum, a professional training and coaching company, bringing his wealth of knowledge and experience to use in helping clients develop innovative and robust approaches to customer service.
KEY TAKEAWAYS
<ul>
<li>At 15 Chris became homeless from detrimental choices and being an ‘idiot’, but luckily met people who put him on the road to his current success. Chris’ experiences have led him towards a career advising and guiding other people.</li>
<li>Contact Centres are great places to launch a business career as it teaches you so much, be it Customer Service, HR, Management or Training.</li>
<li>To circumvent mistakes of the past, Chris’ family have a very open environment so discussions can be easily held.</li>
<li>It takes a degree of confidence to issue Keynote speeches, lead Change Groups and run open conferences and events. It is much easier to be yourself in these environments as having to keep up an appearance is exhausting. Be authentic.</li>
</ul>
BEST MOMENTS
‘We help organisations that run any type of customer operation, whether it’s a contact centre or a back office or retail business, help them understand their requirements and give them learning development and support to make themselves and their people better.’ – Chris 
‘One of the key things for me was finding that you don’t need to do everything alone. That’s the place I was in, that I had to do everything alone. It taught me that I don’t need to be expert at everything, I don’t need to know everything, but I do need to know that there are people out there that can help.’ – Chris 
‘What three words do you think your daughter would use to describe you?’ – lee ‘I honestly think she would say that I am caring, generous, and I would imagine she would say I’m a role model.’ – Chris
‘People will like me or they won’t, and that’s fine, I’m happy with that. I am who I am and I’m not going try and change who I am anymore. I’ve tried that and it’s exhausting.’ – Chris
VALUABLE RESOURCES
<a href="https://podcasts.apple.com/gb/podcast/business-problems-solved-podcast/id1444154403?mt=2">Business Problems Solved Podcast</a>         
ABOUT THE HOST
For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.
In my spare time, I enjoy spending time with my two young children Jack &amp; India. I also enjoy listening to and reading business &amp; personal development material.
Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.
 
CONTACT METHOD
You can contact Lee Houghton on 07813342194
<a href="mailto:Lee@leehoughton.com">Lee@leehoughton.com</a>
<a href="https://www.linkedin.com/in/lhoughton/">https://www.linkedin.com/in/lhoughton/</a>

WARNING - This podcast WILL challenge your thinking.

Welcome to Business Problems Solved!

In this podcast we help you solve your business problems by providing real examples and practical approaches to make today better than yesterday. 

Introducing your host, the multi-sector, self-professed ‘most improved improvement person’ and qualified Business Problem Solver

Lee Houghton (pronounced Hawton)

You can contact Lee on LinkedIn, Facebook, Instagram or Twitter by searching for Lee Houghton THE Business Problem Solver or via visiting www.leehoughton.com for more content and to solve your business problems.

And remember – saying you know how to do it, is not doing it …

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