Service Design Thinking

This is another interesting post by Dr Catriona Wallace. In my view she hits a few really important buttons, namely the importance of good process design in our contact centre world and of course putting the customer and (in my view) the front-line staff at the centre of the design process.

We read alot about the focus on staff training and morale. Whilst these are clearly important I would put design and a superb CSR tool kit ahead of everything. We need to make it as easy as possible for our people on the front-line to satisfy customer queries. In my experience staff morale improves and training is simplified when you get the design and tools right.

If you don't already follow Catriona's blogs I recommend that you start

John Chetwynd