This is how it works?

We can help you transition your contact centre operation into an agile contact centre using 4 distinct methodologies working together:

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SYSTEMS of work

A traditional contact centre focuses on managing calls. Using systems thinking we explore how you recruit, onboard, train, set goals and rewards impacts your people and customers.


Customer demand

Using Lean we’ll show you how to understand and optimise customer value and eliminate waste through continuous improvement and rapid experimentation.

ways of working

Agile practices and tools improve collaboration, communication, transparency, engagement and empowerment within the team and with the rest of the business. 



Brave Leaders take imperfect action. We’ll coach you to build a culture of trust and develop other leaders to build an empowering environment that enables your team to make decisions from a customer’s perspective.