Six Sigma: 8 Types of ‘Waste’ in Customer Service

On Demand Webinar
 
Contact Centers today are well equipped with tools that help ensure agent tasks are defined by business rules. Management is well informed and all agent activity is reported.  However the back office activities of your customer service operation may be a different story.
 
To transform your business into a customer centric organization you could adopt the Six Sigma methodology for continuous improvement. In particular, the concept of “Muda” or “Waste” in Japanese is very relevant.
 
Register now to view this webinar. We discuss 8 types of waste in customer service and how you can address them. You will learn how using the six sigma approach can:
  1. Improve efficiency of your Customer Service operation
     
  2. Boost employee morale
     
  3. Create a better end to end Customer Experience
Presenters
Keith Pearce
VP of Solution Marketing, Genesys
 
Stefan Captijn
Director of Solution Marketing, Genesys
 

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