Our ability to adapt and respond quickly when faced with constraints is always being tested and in the complex system of the contact centre environment, having the right mindset and tools to solve problems and make decisions is a must have. Building the right mechanisms into your operation enables teams to continually develop and sharpen their edge and foster healthy team dynamics through collaboration, teamwork and knowledge sharing.  

In this episode we discuss: 

- Continuous improvement and experimentation 

- We dip into systems theory and how that relates to the leadership practices that help teams make decisions in a complex world. 

- We discuss the Improvement Kata and the Retrospective tools and when to use them to get the best results. 

About us: 

This podcast is brought to you by The Agile Contact Centre.  stories, tips and practices that will help you deliver outstanding  experiences to customers as well as your people. 

We do this because our  mission is to reinvent the contact centre world for the better. 

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This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.