ICL have been working to employ systems thinking in the design and management of their help desks. The results have been extraordinary. You can download a transcript of the ICL open day at which they explained what they are doing from the Vanguard web site. You can also find The Vanguard Standard for Customer Contact Centres on the web site, it represents the principles of a systems approach to contact centre design and management.
Vanguard leads in the application of these principles in our clients’ customer contact centres. If you are interested in cutting costs, improving service and, above all, improving morale in your customer contact centre you should consider adopting these principles and methods.