Martin asks: ‘Would you join me in a mass experimentation that could transform our industry?’
Does performance management and quality monitoring really work the way you would like it to? Forget why we all do it in a certain way for a moment. Imagine no restrictions. What would you really like to see taking place?
I’m at the very start of what could turn out to be a really exciting project if I can inspire you and others to get involved. The vision is to get everyone in the UK call centre industry who cares about this topic to collectively invent the next generation of operational practice in performance and quality management.
All the research and insight we generate together will be fed back into public forums so we can all learn and get value from being involved. Whatever output we manage to create over the next 18 months will be a commonly owned asset of the call centre industry. For the common good.
What Do You Want?
Martin Hill-Wilson
Your ideas on what needs to change as our first marker for collective discussion (which will begin at CCExpo). I’m not asking you to do just another survey (well I am, in fact!). My real invitation is to get involved in an experiment. Can we learn how to speak as one voice and together develop our agenda and capability for people engagement and customer experience to take our industry to a new place?
In anticipation……many thanks and looking forward to doing something unique together!
Martin
Author: Jo Robinson
Published On: 19th Sep 2012 - Last modified: 18th Mar 2024
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