ABSTRACT
Now that the contact center had a challenging goal, the team was eager to start using the improvement kata. Linda ran a few more sessions with jigsaw puzzles and handed out the cards with the questions to everyone. Mo and Beth and the people who had attended the first session, augmented by Erica, an associate from IT, as well as an associate from marketing, and one from sales, set up a meeting with Linda to write a handful of measurable objectives in support of the challenge of transforming into a customer experience center. Beth had asked Jeremy for a representative from HR and was astonished when Jeremy himself appeared in the doorway just as the meeting was ready to start.
