Join us to hear how the agility of the Arise Platform, combined with the ability to attract a more rounded and experienced profile of agent, resulted in npower appointing Arise to deliver a home-agent solution for npower; Carl Bowles explains how the two organisations work closely together to make best use of the high flex capability of the Arise home-agent network to complement npower's inhouse operation, aligning with customer demand across the more challenging parts of the service window as well as during planned and unplanned spikes and peaks. Looking ahead, Carl makes recommendations as to how organisations should optimize their operating model to deal with changing customer behaviour and the constraints we continue to face.