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90 Day Planning
2 out 3 Leaders, don’t spend as much time on the strategy as they would like to.
Busy executives have multiple conflicting priorities, including service recovery plans, engagement issues, customer complaints, remediation, and external shocks like data breaches.
So the time to invest in long-term planning is scarce.
This tool takes the strategy off the page and makes it real, by breaking down the vision into the objectives and key results that are required to bring it to life, with an operating rhythm to maintain progress.
This guide will show you how to identify the right work, and provides the flexibility to adapt as things change.
The Guide to Building a Continuous Improvement Culture
Continuous improvement is such an important part of the culture in any contact centre because it can improve every aspect of the operation including customer and employee experience, reducing OPEX and creating much needed capacity.
Did you know 37% of contact centres do not have a structured approach to continuous improvement?
…and 67% of leaders don’t have enough time to focus on the business because they are stuck in the day-to-day operations?
The guide covers 5 ways you can build a continuous improvement culture with practical tips and tools.
The Guide to The Agile Contact Centre Leader
Contact centre teams operate in a constantly changing environment, full of complexity, ambiguity and unpredictable customer demand.
Executives and their teams must be able to think and act quickly to adapt to what’s happening today as well as deliver on the strategic initiatives that create outstanding employee and customer experiences for tomorrow and beyond.
In this guide, you’ll find the 5 characteristics and 7 skills of the modern contact centre leader and the simple self-assessment tool will help you identify your opportunities to become a truly adaptive leader.
Lean Coffee
Never do meetings the same way again. These meetings are more focused, foster better discussion, collaboration and accountability.
The Retrospective or ‘Retro’
This is continuous learning tool that empowers teams to have an open discussion about what’s working and what’s not so they can plan together on how to make changes.
Teams that take the time to reflect in this way will build empathy and trust for each other and develop a greater adaptability to change.
The Improvement Kata
A tool for exploring solutions to problems where the ideal state is clear but the steps on how to get there are not.
It’s an iterative process that allows teams to ideate and experiment safely as they make progress towards achieving the desired outcome.
Works great in a complex environment where you sense and feel your way through solutions, learn, adapt and decide the next best step.
