www.getdesign.in - My periodic blog exploring the world of business, experience design and interaction, with a smattering of gadgetry and social media. A world where business, people and technology meet.

Let's Fix Things: For over two decades I've been consulting in Communications Design: Everything from business strategy and processes, through to technology, interaction and customer experience. The thoughts here are my own, not necessarily that of my employer.

I have a penchant for spotting patterns and fixing broken user and customer experiences. Even my Bumblebee project hasn't escaped - I've been using Six Sigma techniques to study and predict their behaviour patterns. ☺

March 05, 2012

Lean Six Sigma for Contact Centre Optimisation

March 05, 2012/ Nik Sargent

Here's a nice introduction by Openspan to the use of Lean Six Sigma in the contact centre environment. Of course, they've put it together to make a selling case for their tools and expertise, but that doesn't detract from the great introduction to the topic.

Lean Six Sigma is all about reducing waste (Lean) and reducing variation/errors (Six Sigma) - combined they offer powerful techniques for identifying issues and optimising contact centre performance and efficiency. All of the principles that were originally applied to manufacturing can just as readily be applied to customer service and contact centre and in this webcast it is explained how.

Direct link to the page if the embed didn't work for you.

Nik Sargent

Nik Sargent

GetDesign | Nik Sargent | design interaction blog

Nik Sargent

Nik Sargent