The transformation of a Customer Contact Centre using Agile and Lean

This post was written in partnership with Sue Visic and first published on the REA Techblog on the 11th August 2014

How REA challenged Call Centre preconceptions

There is a lot of bad press about Customer Contact Centres; callers usually dislike having to deal with one, and people working in them are rarely proud or engaged with their jobs.

But is it possible to create a Contact Centre where callers are left happy and valued, and the people working within them feel empowered and enjoy going to work?

And is it possible to achieve all that while moving the key metrics that matter to the business?