THE AGILE TRANSFORMATION OF A
The Agile Contact Centre
Long waiting !
WE ALL HAVE SUFFERED FROM TRADITIONAL CONTACT CENTRES
USUALLY THOSE CONTACT CENTRES SUFFER FROM…
Team not meeting!
basic service levels!
Complaining about !
WHAT WE FOUND AT REA…
Agile alone will not solve all the problems!
Agile Practices! Lean Principles!
THE FOUR TECHNIQUES WE USED
TECHNIQUE ONE – A SYSTEMS THINKING APPROACH
The Vanguard Guide to Transforming Contact Centres !
A VANGUARD VIEW OF CONTACT CENTRES
Is your customer demand Value Demand – What the call centre exists to do for
customers, or Failure Demand – Demand caused by a failure within the organisation?!
contacting us because
we failed to do
UNDERSTANDING CUSTOMER DEMAND & PREDICTABILITY
Some failure is created by the contact centre, some by other parts of the
organisation, none is created by the customer.!
system is the prerequisite
to improving the system!
UNDERSTANDING WHY IT WENT WRONG
Embed a culture of continuous improvement based on eliminating failure demand. !
data to remove
waste and affect
ELIMINATING THE WRONGNESS
The leader nurtures an environment that enables the people in the team make
decisions from a customers perspective.!
Let the people who
do the work take
control of the work !
DESIGN A HUMAN SYSTEM THAT WORKS
TECHNIQUE TWO – AGILE PRACTICES
“At the end of the day, stuff gets done when people care to do it. I know of no plan,
method, incantation that changes that equation.” H. Owen!
A shared purpose
AGILE PRACTICES: START WITH THE PURPOSE
Taking people off the phones to attend stand ups was a short term risk that we took
for the long term success of the team.!
Encourage face to face
AGILE PRACTICES: DAILY STAND UPS
The team worked on fortnightly sprint cycles on projects chosen every 90 days.!
and accountability by
having all projects on the
AGILE PRACTICES: SPRINT WALL
We used to keep endless spreadsheets and internal documents with information that
now is visible and easily accessible to everyone.!
Try to ﬁnd ways to
visualise the work and
data that is important to
AGILE PRACTICES: VISUALISATION OF WORK
Using retrospectives we uncovered the main problems for our customers and staff
and it helped us with the prioritisation of work!
Listen to the people that
do the work. They know
your customers’ problems
and usually the answers!
AGILE PRACTICES: RETROSPRECTIVES
TECHNIQUE THREE – LEAN PRINCIPLES
We launched a new
channel without having to
go through our internal IT
department and spending
$300 in licences.!
“I have not failed. I’ve just found 10,000 ways that won’t work.” Thomas Edison!
LEAN PRINCIPLES: RAPID EXPERIMENTATION
Remove IVR’s when
they don’t add value to
Understanding customer demand and predictability will show that you don’t need
LEAN PRINCIPLES: REMOVE BARRIERS FOR CUSTOMERS
Measure what matters
to customers and let the
team set their own goals
“If you give a manager a numerical target, he'll make it even if he has to destroy the
company in the process." - Deming!
LEAN PRINCIPLES: REMOVE METRICS THAT DON’T MATTER
Brave Leaders believe
everyone is already doing
their best and are willing to
do things that are
unexpected or against the
“It is amazing what you can accomplish if you do not care who gets the credit” Henry
BRAVE LEADERSHIP: THE SERVANT MINDSET
Brave Leaders cultivate
a culture of trust and
develop other leaders!
Adopt and institute leadership aimed at helping people to do a better job!
BRAVE LEADERSHIP: THE COACH MINDSET
Brave leaders take
imperfect action and are
not afraid of admitting they
don’t know the answer. !
“Vulnerability sounds like truth and feels like courage. Truth and courage aren't
always comfortable, but they're never weakness.” Brene Brown!
BRAVE LEADERSHIP: THE VULNERABILITY MINDSET
satisfaction - 8.9!
Customer led - !
18% failure !
team - 88%!
▫ Does your team or company understand your customers’ demand?!
▫ What percentage of failure and value demand do you have in your organisation?!
▫ Do you know the cost to your organisation of all of the failure demand?!
▫ Is your system designed from an inside-out view or from a customer view?!
▫ How can you apply Agile Practices and Lean Principles to your non software
▫ How brave are you as a leader? How brave is the leader in your team / organisation?!
Thanks for listening…
The Agile Contact Centre
+61407 450 640
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