RRS: “Our customers want immediate certainty that their problem will be solved”
RRS, the largest sewer cleaning company in the Netherlands, is headquartered in Enschede, but the organization has a clear Rotterdam mentality.
APG Performance boards: nerve center customer contact
Sharing information plays an important role in the positioning of the customer contact center within the organization and of APG towards its customers. APG is the largest pension provider in the Netherlands.
Air France-KLM: Wall displays exist for employees, not for managers
At Cygnific – the contact center that serves Air France KLM’s customers, among many other things – real-time information provision is part of the transition to a Lean Six Sigma organization.
Prof. Pieter Adriaans: New skills required for processing information
In the past few decades, our world has become much more complex, but our brain hasn’t evolved during all these years. If you’re an employee or a manager, how can you deal with the increasing amount of (visual) information? And how do you convert the right information into knowledge and insight?
Cornelis Bonnet: A lean organization makes decisions on the work floor
If you want high-quality customer contact professionals to do what they’re good at, you should provide them with relevant information that gives context and direction. That goes beyond the agent desktop with customer data or KPIs such as AHT or a personal NPS.