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Whitepapers

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 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.

M...

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