In this episode Arnie and I take a meandering walk through the productivity paradigm, it’s a paradigm because of the entrenched nature of the way we think about our approach getting work done.

Like a good stroll we take some twists and turns but we keep coming back to a few central principles ... trust, shared accountability, value creation and focusing on the systems that create the work.

By thinking and working in this way you change the goal from just getting through the calls or emails to understanding how you can help your teams perform the work better and ultimately help your organisation reduce the amount of work needing to be done.

Paradigms like productivity can serve us well but inevitably paradigms must change so that we can adapt to make work better.

We hope this provides not only food for thought but some ways for you to reframe what getting the work done means in your contact centre.

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Sean McGinn

February 27, 2020

Blog

Are we Cogs or Linchpins

Sean McGinn

February 27, 2020

Blog

The very real dilemma facing many contact centres is the role they play in their organisation, this view is more often than not influenced by being branded as a cost centre. So what role should the contact centre play and how does it emerge to have an indispensable role in the organisation?