Contact centres have traditionally taken a hierarchical approach to managing their staff. While this top-down approach has its benefits, advocates of Organisation 3.0 now believe that it is holding back successful customer outcomes and exacerbating the high staff turnover rates that currently blight the sector.
By moving away from hierarchical forms of organisation, it’s argued that contact centre managers can address such crippling issues head-on. Hierarchies are evolving into heterarchies and holarchies. But what does this actually mean?