In this episode I am joined by the lead of the award winning John Lewis Customer Care team Alice Henderson and she talks about management and governance of change activity within contact centres. How do you govern it across multiple head office stakeholders, manage the volume of change,and prioritise effectively.
She also talks about how the team helped shape the strategy for customer care with our senior leaders, and built the distributed working model last year. Alice is illuminating and insightful and I really enjoyed chatting with her.
