General Manager, Customer Contact Centres
2:20 PM Case Study: How Spotless Group is Managing Frontline Capability to Extinguish Workplace Siloes
Spotless Group’s contact centre organically grew to 200 seats, but over the years it has grown, various leaders took ownership of small divisions in the contact centre, creating disjointed operational and strategic management of the service. Since coming into Spotlight, Trent has established a relentless focus on delivering a good rhythm on leadership and maturity of frontline staff to ensure aligned values and to eliminate any siloes that have been established organically as the contact centre grew.
- Engaging with executives to established the standards for capability and where it needs to be to align to business goals
- Developing a road map to establish responsibilities for better management of strategic and operational contact centre functions
- How building capability from the front line first can impact a smooth transition for future technology innovation and future of work