Background Background More Th>n had been in a period of immense change, aimed at turning the business around. The performance of the company had been steadily improving, with the share price rising and the focus moving from “x” to sustainable growth. However, More Th>n suered from many of the same issues prevalent in customer contact centres across the UK; high levels of employee attrition, above average absenteeism, problems recruiting the right people and low morale. More Th>n recognised that to achieve their growth ambitions they needed to transform their contact centres into great places to work. Objectives Objectives Increase survey scores Lower levels of attrition and absenteeism Improve employee morale Increase personal ownership & accountability Create a sustainable solution to b

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