Lean Six Sigma for Contact Centre Optimisation

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.