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The “A” Team

4 October, 2014 by James Lawther 5 Comments

Mr T Fool

The escalation What do you do when things get out of hand?  When your staff are bombarded with queries that they can’t handle? There are two lines of thought… Management Model 1: First split your staff into two pools, the experienced people who know what they are doing and the less so (who presumably don’t) […]

Filed Under: Blog, Process Improvement Tagged With: beliefs, call centre, cheap and nasty, escalation, first call resolution, learning, mitigating demand, office productivity

How I Lost My Job

20 October, 2012 by James Lawther 6 Comments

Job Disappeared

A while back I worked in a call centre. It was a big call centre, thousands of people worked there, talking to customers. But not any more… First we mitigated the work, we removed all the rework and mistakes and backlogs, we got rid of all the things that went wrong Second we automated the […]

Filed Under: Blog, Employee Engagement Tagged With: automation, first call resolution, mitigating demand, outsourcing, redundancy

How to Have an Easy Life: 3 Lessons from a Fireman

24 August, 2012 by James Lawther 1 Comment

Dave having a break

I am not fond of working, I want an easy life.  I’d far rather lie on a beach than be sitting in an office. My mate Dave has an easy life.  He is a fireman.  They have an easy life, all they do is sit about, waiting for a phone call, reading the paper and […]

Filed Under: Blog, Process Improvement Tagged With: automation, first call resolution, mitigating demand, rework

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