2025 Best Practice Guide
Raising Standards

Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning.

2025 Awards Case Study: More calls, less waiting

Published on 26 June 2025

2025 Awards Case Study: More calls, less waiting

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

Comments (0)Number of views (111)

Author: Leanne McNamee

Categories: Library, Awards Case Studies

Tags:

Print