Of course one of the nice things about being back in London is to see the passion of the traffic wardens. How many traffic wardens does it take to book a van overstaying a parking bay. Well it seems it must be 3. One to watch the car, one to watch for anyone returning and one to write the ticket……
Change sometimes occurs slowly like London traffic patterns, so we dont see it, and resources dont get moved to more useful things. One great technique to address this which I saw recently was to get the resource planning team to manage the ROI of projects going through board approval. When approved, the headcount is removed in the call centre forecast at the time it was planned to occur in the project. It sure keeps project people on their toes to deliver. And it keeps ops people very interested in projects.
Talking of resource planning, this week sees the Professional Planning Forum Innovation Awards presented in Dublin. There are some fab case studies to be presented from both the private and public sector, about major transformations in contactcentres and business more generally. As judges we’re all sworn to secrecy…… But what is not a secret is that these are the hardest awards to win as they are judged very thoroughly on the practical evidence and interviews at site. Congrats to all who are shortlisted: AA, Abtrans, Alliance & Leicester, Barclaycard, Carnival, EDF, Fexco, Ingenico, Logica, Royal & Sun Alliance; Kent County Council, Salford City Council, Sandwell Borough Council and Southwark Council. And the winner is…..
