Project Title: Misdirected Submissions to Billing Administration Define Project sponsor: Stephanie Project Green Belt: Steve The issue here was fairly straightforward: agents were transferring calls to Billing Administration that...
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15Jun
Case Study – Attaching Direct Deposit to DIY Payroll
Project Title: Attaching Direct Deposit to DIY Payroll Define Project sponsor: Stephanie Project Green Belt: Mike Mike examined how we could increase the number of Direct Deposit customers in...
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13Jun
Case Study – Recovery of Mislabeled One-Time Support Calls
Project Title: Recovery of Mislabeled One-Time Support Calls Define Project sponsor: Bruce Project Green Belt: TC A group of Service Employees who were hired during the high volume early...
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27Mar
The Horse/Cart Problem in Call Centers
Article Revised: April 26, 2019 There are horses and there are carts and getting them ordered properly makes all the difference. Unfortunately, when it comes to improving center-wide outputs, call...
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10Nov
Why the Call Center Nation Needs to Turn its Lonely Eyes to Ed Deming
Call Center quality is abysmal...you could do what Manufacturing does and error-proof the process so it was easy for the agents to do what they are supposed to and...
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07Jan
Not So Young Frankenstein
Article Revised: March 27, 2019 Let’s say you were a modern day Dr. Frankenstein and you decided you wanted to bring an organizational creature to life. Let’s further say you...
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23May
Lean Six Sigma for Improving the Contact Center
Contact centers are a natural match for Lean Six Sigma (LSS) as reflected by academic studies
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13Feb
What is an Acceptable Error Rate in Contact Centers?
Article Revised: March 27, 2019 There are two diametrically opposed answers to the question posed in the title. Here is the first one: a jaw-dropping number of calls completely riddled...
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08Dec
New White Paper: Call Centers…the Deep and Still Largely Untapped Vein of Operational Profit
Article Revised: March 27, 2019 KomBea_CallCenters_Untapped Profit Vein In the quest for revenue and profits, most companies feel like they have left no stone unturned. But, believe it or not,...
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28Nov
Deming Not DiMaggio
Article Revised: March 27, 2019 Call Center quality is abysmal. And it has been for the entire forty years the call center industry has been in existence. We can make...
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