Improve operational excellence with our latest management insights

Why getting Cultural Change & Change Management right is essential for Automation, AI & Big Data Adoption

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The Future of the Office & Future of Work

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Contact Centre Management – “What about the People?” 2.0

[vc_row][vc_column][mk_image src="https://coxswainalliance.com/wp-content/uploads/2018/02/ca-boost-productivity-through-employee-engagement_the-how-to_coxswain-alliance_sept17.jpg" image_size="full" align="center"][vc_column_text align="center" css=".vc_custom_1576624931286{margin-bottom: 0px !important;}"] At the heart of even the most technology-driven contact centre is its people. Knowing…

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Operations Transformation

How process automation can transform your contact centre

As we move towards a post-pandemic world, automation will take on an even more critical role. Organisations will increasingly look for opportunities…

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Operations Transformation

Why aren’t workers compensation operators getting better outcomes?

Workers compensation is under the pump. Claims are taking longer. Costs, premiums and reserves are on the rise, not to mention deteriorating…

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Operations Transformation

How professional services firms can benefit from process automation

It’s no secret that process automation is driving technological advancement. Process automation promises benefits such as streamlined processes, cost savings and reduced…

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Operations Transformation

Why successful process automation needs to be business led, IT enabled

Organisations are continuing to face increased volatility and complexity. Enterprises that have emerged from 2020 with a more agile workforce are now…

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Operations Transformation

Developing Frontline Leader Capability

Frontline leaders are pivotal to the execution of transformational organisational strategy. Find out how to develop the mindset for leadership that can…

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Operations Transformation

How automation can enhance knowledge worker productivity

In a recent article[1], Tom Harford argues that the modern office has become less productive. One of the significant reasons, suggests Harford,…

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Operations Transformation

Finding the X Factor: How Customer Delivery Maps can align your teams, break down silos and deliver a more customer-centric mindset

If the past twelve months have demonstrated anything, it is that businesses need to be able to adapt their business models more…

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