How does this work then?

We can help you transition your Contact Centre Operation into an Agile Contact Centre using 4 distinct methodologies working together:

SYSTEMS THINKING

A traditional operations contact centre focuses on managing calls. A systems thinking approach is all about focusing on your customers. 

 

LEAN PRINCIPLES

Maximise customer value while minimising waste through the implementation of a culture of continuous improvement and rapid experimentation.

AGILE PRACTICES

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

BRAVE LEADERSHIP

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