#11 Ed Wells of Sologic talks about organisational problem solving & root cause analysis.
Get Out Of Wrap - The Contact Centre Community August 02, 2019
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#11 Ed Wells of Sologic talks about organisational problem solving & root cause analysis.

In this episode I have a fascinating conversation with Ed Wells, Ed is Head of Strategy & Development (EMEA) at Sologic and provides thought leadership, delivers presentations and training across the country (and has written a book) on complex problem solving. Ed talks about how repeat mistakes get ingrained in organisations and how many of these manifest in the contact centre environment. Ed informs and trains professionals in complex problem and marginal gains and these professionals are either directly involved in Contact Centres or CX, complaints, dispute resolution etc. Ed discuss company behaviour in regards to all forms of problem solving and performance management - which are opposite sides of the same coin, really. Amongst other things we cover; Choosing the right problems to fix Not substituting storytelling for analysis Looking beyond simply ‘what’ happened Not being seduce by the blame game And there is never a single cause And.. there is just never a single solution And always, always, always share the lessons you learn! You’ll hear on the podcast that mine and Ed’s friendship goes back some 27 years where Ed was the very first person I met at Reading University. Outside of work and family life Ed set up a cycling club that through cycling together has mental health as a core objective.
#11 Ed Wells of Sologic talks about organisational problem solving & root cause analysis.

#11 Ed Wells of Sologic talks about organisational problem solving & root cause analysis.

In this episode I have a fascinating conversation with Ed Wells, Ed is Head of Strategy & Development (EMEA) at Sologic and provides thought leadership, delivers presentations and training across the country (and has written a book) on complex problem solving. Ed talks about how repeat mistakes get ingrained in organisations and how many of these manifest in the contact centre environment. Ed informs and trains professionals in complex problem and marginal gains and these professionals are either directly involved in Contact Centres or CX, complaints, dispute resolution etc. Ed discuss company behaviour in regards to all forms of problem solving and performance management - which are opposite sides of the same coin, really. Amongst other things we cover; Choosing the right problems to fix Not substituting storytelling for analysis Looking beyond simply ‘what’ happened Not being seduce by the blame game And there is never a single cause And.. there is just never a single solution And always, always, always share the lessons you learn! You’ll hear on the podcast that mine and Ed’s friendship goes back some 27 years where Ed was the very first person I met at Reading University. Outside of work and family life Ed set up a cycling club that through cycling together has mental health as a core objective.