Everyone Can Ideate

Through this practical session, participants will be encouraged to elevate their skills within this field to create a ripple effect of positive change within their teams and the wider business. By the end of the session participants will be able to:

• Understand the strategic significance of innovation and why it is crucial for organisational success, enhancing operational efficiency and customer satisfaction
• Acquire knowledge of tools and techniques and their practical application within the call centre environment, fostering a culture of collaboration, continuous improvement and problem-solving.
• Understand the “5 Whys” technique as a tool to dig deep into issues, enabling the identification of root causes within the call centre’s operational framework, enhancing problem-solving capabilities.
• Implement Innovation Processes: Understand and apply ISO 56002:2019 Innovation Process principles within the context of call centres, enabling structured and systematic innovation initiatives, ensuring sustainability and continual improvement.

• Enhanced Customer Experience: Innovative problem-solving within the call centre leads to quicker resolution of issues, improved customer service, and overall satisfaction, fostering stronger customer relationships and loyalty.
• Operational Efficiency: Encouraging a culture of innovation improves processes, streamlines workflows, and identifies inefficiencies, leading to increased productivity and cost-effectiveness in call centre operations.
• Employee Engagement and Retention: Empowering individuals with innovation skills fosters a more engaged workforce, where employees feel valued for their contributions. This can lead to higher retention rates and reduced turnover, saving recruitment and training costs.
• Stronger Team Collaboration: The emphasis on creativity and innovative thinking fosters a collaborative environment where teams work together to generate and implement new ideas, breaking silos and promoting cross-functional cooperation.
• Continuous Improvement: Embracing innovation fosters a mindset of continual improvement, allowing the call centre to adapt and evolve in response to changing customer needs and market dynamics, staying ahead of competitors.