BOOKS:
SELECTED ARTICLES:
#23 - Fast Teams - Fast Results
Author: Kelvin Cross
Need rapid change and rapid results? … but no money, time, or people to get it done? Then enable your people to jump to solutions with fast teams and fast results. Implementing a cross-functional customer-centric team does not have to take weeks, in true ‘surgical strike’ fashion it can be done this afternoon.
#11 - Eliminate Those Pesky Customer Contacts
Author: Kelvin Cross
I agree with the new book, “Lean Solutions,” where Womack and Jones say call centers and help desks are part of the ‘failure industry.’ With real world examples this paper describes the two things that need to be done: (1) 'upstream' fixes of the root causes of calls and contacts, and (2) a new approach to measures and compensation for all forms of customer contact centers.
Request copies or a complete list: info@cross-rhodes.com
