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Why the Call Center Nation Needs to Turn its Lonely Eyes to Ed Deming
Call Center quality is abysmal. If this is news to you, you have not had to call for tech support recently. There are a stack of reasons why call center quality is so bad. Pick the top call driver, ask what the Required Call Components (specs) are…what the agents need to do in their systems […]
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Not So Young Frankenstein
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 were a nefarious Dr. Frankenstein and the organizational creature you wanted to bring to life was one that continuously produced errors…lots of them…day in and day out. What would go […]
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Six Sigma – It’s All About Service
A number of the world’s most famous companies have products which are, objectively speaking, nothing special. In a way this is hardly surprising; truly extraordinary products are, by definition, rare. Most consumers will spend most of their money on everyday items with the occasional big-ticket purchase. Their purchasing decisions will be influenced by various factors […]
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Transforming Call Center Operations with Six Sigma and Automation
In a world where exceptional customer service has become a key differentiator for businesses, efficient call center operations have gained paramount importance. Dennis Adsit, Ph.D., an authority on operational improvement, recently provided illuminating insights on how Six Sigma methodologies and automation can effectively address the prevalent challenges faced by call centers. In this engaging presentation, […]
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Could a Focus on Getting Every Call Right have the Wide-ranging Benefits for Call Centers that JIT had in Manufacturing
This is a post about how the commitment to one simple idea can launch a thousand ships of changes and a virtuous cycle of profit improvements. After reviewing the far-reaching effects Just-in-Time, a key element of the Toyota Production System, had in manufacturing, I will argue that a focus on getting calls right in call […]
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What is an Acceptable Error Rate in Contact Centers?
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 with errors is totally acceptable in call centers today. Preposterous, you say. Please keep reading. First, the big picture. In contact centers no one talks about Six Sigma or Five-9s, […]
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Deming Not DiMaggio
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 cars with near perfect quality, but after 40 years, call center leaders are high-fiving each other up and down the hallway if call agents do what they are supposed to do 80% […]
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Six Sigma: 5 Reasons Why Big Business Is Going Geek
Businesses always want to cut down on costs, improve profits, and drive the bottom line. Yet, increasingly companies are learning that the traditional practices just won’t cut it anymore. They are turning to Six Sigma, which applies statistical practices to management, to get their answers. But Six Sigma is little more than a geek’s approach […]
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Six Sigma Shortcuts
I often receive e-mail and phone calls from people whose management has expressed an interest in Six Sigma but doesn’t like the approach (i.e., hard work and dedication from the top down) used by pioneering companies such as Motorola, GE, AlliedSignal, Texas Instruments and others. When I suggest that people not proceed until they can […]