Case Studies Modules

Find out how other organisations transformed the way they worked. Learn from almost 20-years of Innovation Award case studies, to take away practical ideas for your own workplace. These case studies are available for Members only please register on the website to view.

Published on 13 November 2020

Operating models, routing strategies and skill design - Module 2

Module 2 - The conclusion of our module on call routing strategies. In this module you will
- Look at Call Purity vs Occupancy vs Specialisation
- Learn how to use COS diagrams to illustrate the effects of routing plans
- View the Routing Toolkit