Archived Content

The Rules of the Workplace

Published On: 30th Sep 2015 14:03

The 20 rules:

Prioritise the work
Don’t make your customers wait
There is always more work than people
Study the work
Understand how the work works
Standardise the work
If the work is important write it down
Train your staff
Make the work easy
Build systems
Stream line the work
Find the bottleneck
Clean the workplace
Make it obvious
Remove the waste
Communicate
Look at the evidence
Discuss the work
Look after the workforce
Persistence pays

And lest you forget

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

Connect with Jonty on LinkedIn