Reduce Idle Time, Improve Productivity and Reduce Cost in Your Call Center

Presenter: Tim Decker, Director, Contact Center Consulting, NICE Solutions, Coral Springs, CA, USA

Keywords: Call Center, Productivity

Industry: Call Center

Level: Intermediate


Want to improve the productivity of your contact center?  Agents waiting for a call can be costly to an organization.  If you are a Black-Belt, Master Black-Belt or manage a call center team using a Six-Sigma approach to improve agent productivity will save cost for your call center.  In this session we will demonstrate how utilizing Lean and Six Sigma tools can improve agent productivity.  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 $2.4M benefit for a contact center of 1,800 seats.  The presenter has delivered significant benefits for clients such as Google, USAA, and Erie Insurance by reducing agent idle time and improving productivity.  Join us for an interactive discussion to help your contact center and organization.


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Please select the relevant registrant type, and register early.


  • Even though the deadline to submit a proposal has passed, you may still submit a proposal for consideration for substitutions
  • Notification Date: Authors will be notified by October 31, 2018
  • Please see the Proposal Submission Guidelines here

Conference Chair's Message

Laura Martin-Samala

Continuous Process Improvement is not just something a Lean Six Sigma (LSS) practitioner helps organizations achieve, but is also a fundamental core competency of their personal make up. That is why  innovative companies are looking for people that use the LSS way of thinking at every level. In this age of “Big Data”, “IOT” and “AI”, ... read more