The Executive Guide to Six Sigma Call Centers
The Executive Guide to Six Sigma Call Centers
Examples of sigma use abound in the product manufacturing world. Screws and nuts really work together because product and process designers worked hard to make sure that the part variation, sigma, was held to a minimum. The concept of sigma’s use in the service sector is harder to visualize. If we don’t understand why we should use sigma, our use of the tool is slim. Not only do we have to use and understand sigma, additionally we must understand the science associated with its use.(From Chapter Two: Why Sigma?)So explains James Abbott in this guide for executives who want the benefits of Six Sigma in their call centers. In addition to complete explanations of queuing science, factoring, and segmentation, the book leads readers through the application of these methods to manage customer experience, reduce agent turnover, and lower wait times. Six Sigma s role in risk management and lost opportunity cost are explored, and there is comprehensive coverage of the traits of effective operat
List Price: $ 34.95
Price: $ 34.95
Check This:
What is Lean Six SigmaA quick introduction on how to use Lean Six Sigma to improve your workplace, meet your goals, and better serve your customer…
The Complete Idiot’s Guide to Lean Six SigmaThe perfect prescription for any organization Increasingly popular with large and mid-sized companies around the world, Lean …