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Purpose

This team activity is designed to help you identify and review the inappropriate processes or unnecessary activities in your Contact / Call Centre business.

Benefits

Re-engineering your processes is probably a management task that should happen at regular intervals. New technology, changes in products and services, shifts in demand can all demand alterations in procedures. Here's an easy guide of what to do!

Audience

For Call and Contact Centre Managers or those wishing to develop the skills to manage a centre.

Learning method

Active. Two part activity involving a brainstorming session and process mapping exercise to determine those processes that need to be introduced or scrapped.