The Guide to The Agile Contact Centre Leader
Customer service teams operate in a constantly changing environment, full of complexity, ambiguity and unpredictable customer demand. Leaders and teams must be able to think and act quickly to adapt to what’s happening today as well as delivering on the strategic initiatives that create outstanding people and customer experiences tomorrow.
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 an true Agile Contact Centre 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.
