One of the things I remember was the time spent developing processes for the contact centre.
Every customer scenario was examined with meetings running late into the evening. Hour after hour mapping out what if situations and processes to deal with them, referring to the extensive customer feedback that was available. I seem to recall that process meetings started at 1pm on Tuesdays and Thursdays and often went on till after 9pm. Hard work when you had a 90-minute commute home across London. Continue reading