Lean Six Sigma in a Contact Center
Tim Decker, Director of Global Business Development Consulting, NICE, Coral Springs, CA, USA
Keywords: Contact Center, KPI, ROI
Want to improve the productivity of your contact center? Agents waiting for a call can be costly to an organization. We will demonstrate how utilizing Lean and Six Sigma tools can improve agent productivity & save cost for your call center. The session we will discuss the importance of managing the contact center throughout the entire day along with strategies and best practices to minimize idle time and improve agent productivity. We will provide a real life example of how focusing on idle time and productivity demonstrated a benefit of over $1.0M benefit for a contact center of 1,200 seats.