Understand key models, theories and tools to simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage resources.
Published on 26 June 2025
Newcastle City Council knew their contact centre was under pressure. Calls were taking too long to answer, complaints were rising, and staff were under pressure. They weren’t just getting more calls; they were handling longer and more complex questions from residents in tough situations. Something had to change.
Read more
Author: Leanne McNamee
Categories: Library, Awards Case Studies
Tags: