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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 Jun 2014

The hype around “Omni channel” and “Multi-channel” has become so intense you’d think it was a recipe for instant business success. In some companies it seems like a belated response to the fact that their legacy channels (e.g. bricks and mortar stores) have become a mill stone around the share price in the face of an assault by nimble new entrants with business models built on lower cost and newer...

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.

M...

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