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The Journal

Insight and commentary based on 28 years experience in the gritty reality of doing.

What is avoidable contact and how do you implement it correctly?

24 Jan 2018

Posted In Contact Centres, Utilities, Financial services, Water, Engage & Improve, Customer Service

In a previous blog, we looked at the subject of ‘first contact resolution’ in contact centres. In this blog, we are looking at whether ‘contact’ is always the best option for a transaction, and..

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The Secret to Balancing Process and Agility in Manufacturing

21 Dec 2017

Posted In Manufacturing, Supply Chain

We caught up with Alan Kelly, MD of Unipart Expert Practices, earlier this month to discuss the relevance of process and agility in promoting success throughout the supply chains of today—and..

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NHS operating theatres in England ‘wasting two hours a day’

24 Oct 2017

Posted In Healthcare

NHS Improvement’s recent report reveals the startling figure that an additional 280,000 non-emergency surgical procedures could be undertaken within the NHS in England, as a result of improved..

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How to improve first call resolution (and not just measure it)

10 Oct 2017

Posted In Contact Centres

Many articles have been written on the subject of First Call Resolution (FCR).¹ Topics range from FCR benchmarks, formulas and metrics, to resolution rates and even the first call resolution..

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What is the definition of first contact resolution and why is it so important?

04 Oct 2017

Posted In Customer Service, Contact Centres

The definition of first contact resolution (FRC) is exactly how it sounds. It is having the ability to resolve a customer's issue with a single interaction, this could be a single phone call,..

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Field Worker Challenges: A day in the life of a field operator

21 Sep 2017

Posted In Utilities

We have previously exploredthe top challenges within field operations for operational leaders and how to solve them, however, in order to get to the root of the productivity issues, it is crucial..

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The high threat of consumer switching in the UK water retail market

18 Sep 2017

Posted In Utilities, Water, Customer Service

In an ever more competitive market, customer service will be the primary driver for consumers potentially switching suppliers, according to an article published in Utility Week this month.

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DTOCs - A growing piece of a bigger problem?

03 Jul 2017

Posted In Healthcare

Blog 2 of 2. DTOC statistics don't always show the full picture when it comes to factors affecting the safe and timely discharge of patients.  Our expert practitioner discusses the bigger picture..

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Guide: Empower Field Operations Teams to Identify + Deliver  Improvements

01 Jun 2017

Posted In Utilities

We previously examined how to achieve productivity improvements for Field Operations, which emphasised the steps that management should take to transform the field operations process. However, it..

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Delayed Transfers of Care (DTOCs) - Exploring the issue

24 May 2017

Posted In Healthcare

Blog 1 of 2. In this journal entry our expert practitioner Stephen Tucker looks at the DTOC figures to better understand the scope and severity of the issue on patient flow and the need for STPs..

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