About Us
At Ritmo 360, we specialise in transforming and improving customer service operations by focusing on what truly matters whilst empowering people, optimising processes, and driving sustainable improvements.
Founded by Russell Taylor, a seasoned expert in customer service and operational excellence, Ritmo 360 was built on the principle that meaningful change starts from within - by understanding and enhancing the core rhythms and cadence of service operations.
With decades of experience leading large-scale transformations for global brands, we work with organisations to unlock value, engage teams, and create operational consistency. Our approach is rooted in practical insights, gained through years of hands-on experience in service operations, contact centres, and leadership development.
Whether you’re looking to enhance customer experience, reduce operational demand and cost, or build high-performing teams, Ritmo 360 brings the expertise and tools to build and deliver lasting results.
Our beliefs on creating lasting improvement
Being in the Work
Lasting transformation begins with truly understanding 'The Work', the ever changing core CX demand, the daily tasks, processes, and systems that frontline teams manage. Without immersing ourselves in the realities of The Work, meaningful and sustainable change is impossible. We believe in getting close to The Work to uncover actionable insights that drive impactful change.
Understanding Contact Centre Demand
Contact centre demand is the heartbeat of service operations. By identifying the true root causes of demand - particularly failure demand - we unlock immense value. This approach has the potential to reduce demand by up to 50%, not through deflection but by addressing the real issues driving customer contact. Reducing failure demand also positively shifts customer experience metrics, as nearly all failure demand leads to lower CSAT scores.
The Critical Role of Frontline Leaders
Frontline leadership is one of the hardest roles in any service operation. These leaders typically manage over 10 direct reports, often stepping into their first leadership position after excelling as customer advisors. Yet, they are frequently burdened with tasks that pull them away from coaching and supporting their teams. We believe in creating systems and structures that allow frontline leaders to spend more time 'In the Work', guiding their people and driving better outcomes.
The Power of Rhythm in Consistency
The ultimate goal of any change initiative is consistent, repeatable performance. Achieving this requires embedding an Operating Rhythm, a cadence, within the organisation - one that aligns with the unique needs of the service operation. Our belief in the power of rhythm is so foundational that it inspired our company name. ‘Ritmo’ is Spanish for rhythm, a reminder that operational consistency and rhythm are at the heart of everything we do.
Let’s Connect
Get in touch and let's start working together.