Each month we produce a Whitepaper where you can read about issues, trends, case studies and strategies LimeBridge use to improve the customer experience. In these whitepapers, we often take the “Challenger” view to help get you thinking how you can improve the customer experience in your organisation.

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1 May 2013

The Need for Flexibility

In our March whitepaper we talked about the need for resource flexibility to be able to match variable customer demand on an hourly, daily, weekly and seasonal basis. We expressed our surprise that in 90% of the operations we work with, the workforce is relatively “ fixed” in response to variable demand.

Most operations have some combination of time of day, day or week or se...

1 Mar 2013

Since the GFC hit in 2008 both business and government have become more focused on
cost and efficiency. In our experience of service related industries (i.e. those other than
primary production and manufacturing) the spotlight has been, inevitably, on the people
intensive part of the operation such as back office administration, calls centres and retail
networks. Operations management in these env...

1 Feb 2013

The Need for Flexibility

We don’t get it. We work with organisations that have highly variable demand with weekly, hourly, seasonal and time of month variations. We specialise in designing and implementing optimal operating models for contact centres, back office and retail networks. Yet in 90% of the operations we work with, the workforce is relatively “fixed” in response to this variable demand.


1 Jun 2012

Outside In or Inside Out? 

We’ve observed that many customer facing operations have been designed from an internal rather than a customer perspective. For example, skills and processes are broken down into specialisations and structures that make them easy to organise and manage for the company. Unfortunately, there is often a big mismatch between these structures and those that deliver effective c...

1 Oct 2011

If only it was as easy as the vendors say

In the customer service and sales areas, technology vendors have been parading their array of silver bullets for many years. “Workflow software”, then “CRM solutions”, “quality management products”. “Speech recognition” and “Skill based routing” are among those touted as the “best things since sliced bread” (a product also less in demand today). However, ti...

1 Oct 2011

Many companies may be harming their results with a single dimension solution. A ‘multi-dimensional‘ approach may provide dramatic improvements in both productivity and the customer experience.

Those who promote and sell single dimension solutions will claim that the one they have is the answer. But of course these single dimensional answers rarely produce miraculous results.

We’ll explore how a numb...

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