agile beyond software development
TRANSCRIPT
Eduardo NofuentesThe Agile Contact Centre
AGILE BEYOND SOFTWARE DEVELOPMENTT H E A G I L E T RA N S F O R M AT I O N O F A C O N TA C T C E N T R E
Sue VisicThoughtworks
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Unlimited IVRoptions
Endless Internaltransfers
Long waiting periods
WE ALL HAVE SUFFERED FROM TRADITIONAL CONTACT CENTRES
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Low CustomerSatisfaction
Isolated fromOrganisation
Low EmployeeEngagement
USUALLY THOSE CONTACT CENTRES SUFFER FROM…
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Team not meetingbasic service levels
Complaining about changeDisengaged Team
WHAT WE FOUND AT REA…
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Agile alone will not solve all the problems
Systems ThinkingApproach
Agile Mindset & Practices Lean Principles
THE FOUR STRATEGIES WE USED
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• Break into groups of 3-5 people
• Discuss with your group the situation and what would you do
• Think about the theories behind your proposed solutions
• What is the fourth “strategy” we applied?
• After that, each group will share one or two ideas with the other groups
NOW IS YOUR TURN…
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WHAT ACTUALLY HAPPENED…
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Systems ThinkingApproach
STRATEGY ONE – A SYSTEMS THINKING APPROACH
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The Vanguard Guide to Transforming Contact Centres
A VANGUARD VIEW OF CONTACT CENTRES
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Is your customer demand Value Demand – What the call centre exists to do for customers, or Failure Demand – Demand caused by a failure within the organisation?
Are customers contacting us
because we failed to do something
right?
UNDERSTANDING CUSTOMER DEMAND & PREDICTABILITY
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Some failure is created by the contact centre, some by other parts of the organisation, none is created by the customer.
Understanding the system is the prerequisite to improving the
system
UNDERSTANDING WHY IT WENT WRONG
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Embed a culture of continuous improvement based on eliminating failure demand.
Use empirical data
to remove waste and
affect change
ELIMINATING THE WRONGNESS
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The leader nurtures an environment that enables the people in the team make decisions from a customers perspective.
Let the people who do the work
take control of the work
DESIGN A HUMAN SYSTEM THAT WORKS
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Agile Mindset & Practices
STRATEGY TWO – AGILE MINDSET & PRACTICES
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“At the end of the day, stuff gets done when people care to do it. I know of no plan, method, incantation that changes that equation.” H. Owen
A shared purpose drives collaboration
AGILE PRACTICES: START WITH THE PURPOSE
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Taking people off the phones to attend stand ups was a short term risk that we took for the long term success of the team.
Encourage face to face communication
and collaboration
AGILE PRACTICES: DAILY STAND UPS
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The team worked on fortnightly sprint cycles on projects chosen every 90 days.
Promote transparency and accountability by having all projects
on the wall
AGILE PRACTICES: SPRINT WALL
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We used to keep endless spreadsheets and internal documents with information that now is visible and easily accessible to everyone.
Try to find ways to visualise the work
and data that is important to the
team
AGILE PRACTICES: VISUALISATION OF WORK
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Using retrospectives we uncovered the main problems for our customers and staff and it helped us with the prioritisation of work
Listen to the people that do the work. They know your customers’
problems and usually the answers
AGILE PRACTICES: RETROSPRECTIVES
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Lean Principles
STRATEGY THREE – LEAN PRINCIPLES
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We launched a new channel without having to go through
our internal IT department and spending $300 in
licences.
“I have not failed. I’ve just found 10,000 ways that won’t work.” Thomas Edison
LEAN PRINCIPLES: RAPID EXPERIMENTATION
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Remove IVR’s when they don’t add value to customers
Understanding customer demand and predictability will show that you don’t need specialised teams
LEAN PRINCIPLES: REMOVE BARRIERS FOR CUSTOMERS
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Measure what matters to customers and let the team set their own goals and
targets
“If you give a manager a numerical target, he'll make it even if he has to destroy the company in the process." - Deming
LEAN PRINCIPLES: REMOVE METRICS THAT DON’T MATTER
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Brave Leadership
Brave Leadership
THE FOURTH STRATEGY – BRAVE LEADERSHIP
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Brave Leaders believe everyone is already doing their best and are willing to do things that are
unexpected or against the norm
“It is amazing what you can accomplish if you do not care who gets the credit” Henry Truman
BRAVE LEADERSHIP: THE SERVANT MINDSET
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Brave Leaders cultivate a culture of
trust and develop other leaders
Adopt and institute leadership aimed at helping people to do a better job
BRAVE LEADERSHIP: THE COACH MINDSET
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Brave leaders take imperfect action and
are not afraid of admitting they don’t
know the answer.
“Vulnerability sounds like truth and feels like courage. Truth and courage aren't always comfortable, but they're never weakness.” Brene Brown
BRAVE LEADERSHIP: THE VULNERABILITY MINDSET
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Improved customersatisfaction - 8.9
Customer led - 18% failure
demand
Engagedteam - 88%
THE RESULTS
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▫Does your team or company understand your customers’ demand?
▫What percentage of failure and value demand do you have in your organisation?
▫ Do you know the cost to your organisation of all of the failure demand?
▫Is your system designed from an inside-out view or from a customer view?
▫How can you apply Agile Practices and Lean Principles to your non software development teams?
▫How brave are you as a leader? How brave is the leader in your team / organisation?
ASK YOURSELF…
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Eduardo NofuentesThe Agile Contact Centrewww.theagilecontactcentre.com.aueduardo@theagilecontactcentre.com.au+61407 450 640
: @edumelbourne www.theagilecontactcentre.com.au
Sue [email protected]+61419 194 423
THANK YOU