Call center serendipity engineering

 

The recent New York Times article on serendipity engineering prompted me to revisit this call center serendipity engineering case study.  Please note that aligning instead or staggering the call center representatives’ coffee breaks resulted in an annual productivity gain of $15 million:

“So the call center tried its own experiment. Instead of staggering employees’ coffee breaks as it had previously, it aligned their breaks to allow more chatter. The result, Bank of America told MIT a few months later: productivity gains worth about $15 million a year.”

About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Serendipity. Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s