ByMatthew Arnold
I love my job. That might already be clear from articles that I write. There’s good reason – every day is like solving a Rubik’s cube. However difficult a situation is, I know there’s an answer. The solution is right there in front of you – you just need a method to work it out….
ByMatthew Arnold
In my last article I wrote about the difference between strategic and tactical thinking with respect to large processing / contact centres, and, in my opinion, explained why I thought this was just wrong-headed. When a large part of the organisation is there to ensure customers are happy, it’s fundamental to ensure queries are cleared as…
ByMatthew Arnold
Much of my work is undertaken in the service industry, and often in large processing centres where the work is done, customers phone in, problems are resolved, and often payment is chased. In recent times, these have included utility companies, banks and councils. I’ve had a few really interesting discussions over the last few months…
ByMatthew Arnold
I’ve posted before about how small changes in the system can deliver dramatic results. I especially like the ones where the answer isn’t where you’d expect it to be. One has to really study the system first: what is the purpose of the operation? what is the customer journey? what other factors are playing out?…
ByMatthew Arnold
Wow – I’ve just read this book, and its quite amazing – I’d recommend it to everyone. You may have seen or heard Hans Rosling in TED Talks in recent years, simply explaining that our mental models of the world today are broadly wrong – very wrong. His approach, very much like W Edwards Deming,…
ByMatthew Arnold
As many of you may know, I’ve worked in quite a few Local Authority Housing Benefit departments – these teams provide benefits to vulnerable adults to assist with rent and council tax payments if they are on low incomes. Not only is there usually ample scope for improvement, it also means those that need the…