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.


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SPEAKERS' CORNER
Submit your PowerPoint by
January 31, 2019
Speakers’ Orientation Meeting:
Tuesday, March 12, 2019,
6 PM-7 PM
Please download the Speaker Instructions here

Conference Chair's Message 

Joel Smith

Continuous Improvement is not just something a Lean Six Sigma (LSS) practitioner leads their organization in practicing, but is also a core competency of their professional makeup. That is why more and more innovative and leading companies are looking for leaders that use the LSS way of thinking in everything they do within their organization.

In this era of data science and machine learning, the ability to connect the dots for end to end solutions across the boundaries of people, process and systems is the key to success. This year’s conference is focused on making sure we are “continuing” our journey as practitioners. Whatever your level of experience, you will learn new concepts, new perspectives and network with the best in the industry.