Organisational and Operational Change

Agile In the Contact Centre

  • Iterative approach focusing on collaboration,customer feedback and small rapid releases.
  • Enables organisations to create multi-skilled teams accountable for end-to-end servicing of customercontacts
  • Reduction of specialised teams
  • Increase customer self-service and first callresolution
  • Encourage experimentation and re-assignresources to more complex tasks
  • Increasing employee satisfaction andsubsequently customer satisfaction
  • Use customer satisfaction as a measure of success rather than traditional agent or call metrics
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