Running a call center is like handling a job interview: First impressions are critical. Good intentions do not make up for tardiness, ill-fitting clothing, dirty shoes, the inability to reasonably pronounce the interviewer’s name or ignorance about what the company does. The primary purpose of a call center is to increase the profitability of the…
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Nadir Minoo Patel
In this case study, a manufacturer investigates customer complaints regarding welding flux used to fabricate oil, gas and water pipelines, among other products. A Pareto chart and DOE help point the way to a solution.