Join Alan Linter from FourNet and delve into the remarkable transformation of Your Homes Newcastle’s (YHN) contact centre. In this session, we’ll uncover the strategic partnership that propelled YHN to operational excellence despite the constraints of existing technology and fixed staffing levels. Learn about the inventive methods used to navigate through technology limitations and the ingenious approaches that led to substantial improvements in performance metrics — including an impressive 41% increase in the average speed of answering and a staggering 21% boost in agent productivity.