The Lean Contact Centre
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Overview: Call volumes are rising, for apparently no particular reason; there is increasing competition, which means that one needs to provide a better customer experience; whilst at the same time - there is an ever-present pressure to reduce costs. In this white paper the authors argue that the answer to this conundrum is to apply Lean Systems Thinking to try and eliminate waste in the Contact Centre. The authors will look briefly at these three pressures, describe how waste is present in most Contact Centers and put forward an approach for addressing the problem.