LSS World
ABSTRACT LIBRARY
Reduce Idle Time, Improve Productivity and Reduce Cost in Your Call Center

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

ABSTRACT

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.

Call for Proposals

Proposal Submission Deadline:
October 11, 2019

Acceptance notification date:
November 11, 2019

Early Registration Deadline:
February 11, 2020

Please make sure to review and prepare the material needed before you start the on-line Proposal Submission Form. Click here to see Proposal Submission Guidelines.

Who May Submit: This online form may be used by a principal speaker, co-speaker, contact person, or a committee member submitting on behalf of a speaker.

Multiple Proposals: You may submit multiple proposals.

Conference Registration Fee:
The conference registration fee is waived for the principal speaker of accepted proposals. Speakers are responsible for their travel expenses and arrangements. Co-speakers will receive a 30% discount for the conference that they are presenting at.

Length of Presentations: Technical sessions are typically 35 minutes. There will be a limited number of "double" sessions, 70 minutes, at the end of each day.