Digital and agile transformation at telecom call centers

The case tells the evolution of the call center transformation at Frontelco (a major telecom company in disguise). “Digital” and “agile” approaches to changing the way how call centers operate seem to produce different results. Debate between proponents of alternative approaches takes place across three levels of organizational hierarchy: the Managing Director seems to prefer “agile”, those close to operations in VP ranks seem to prefer “digital”, while three “managers in the middle” following each other in Senior Vice President rank seem to follow different strategies as to how to align the top and the bottom. To settle the debate, evidence-based clarity is being sought and the protagonist is tasked to design an appropriate performance measure to show the real impact of competing approaches.