Get the Processes Right 507 Filed under - Archived Content Want to see a radical improvement in performance? Get the processes right. As I travel round contact centres, I see so many broken processes that are making customers unhappy and are costing the company a lot of money. Spend time with the team identifying the major broken processes and then do a vote to identify the top 3 problems. Then put maximum effort into fixing just these 3 processes. It will be quite hard work and can get quite bogged down in detail, but it will be worth it. Once you have fixed these 3 processes, repeat the exercise. You’ll soon find strengths in what you are doing and the next batch will be a lot easier. Remember, success breeds success. Author: Jo Robinson Published On: 1st Sep 2015 - Last modified: 10th Dec 2020 Read more about - Archived Content Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter