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Dennis Adsit's profile was updated 5 years, 7 months ago
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Dennis Adsit commented on the post, Drive Improvements in Outbound Telesales with Lean Six Sigma: Part 2 of 2 7 years, 7 months ago
Hi Chris,
1. I can appreciate that you dont like to advocate the use of them. Your call. However, the graph is a powerful picture is worth 1,000 words influence tool. It, of course, does not work for […]
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Dennis Adsit commented on the post, Drive Improvements in Outbound Telesales with Lean Six Sigma: Part 2 of 2 7 years, 7 months ago
Hi Chris,
Thanks for weighing in, I guess.
1. The use of control charts to compare individual people is frowned on per se because Control Charts are supposed to be used to compare long-term variation […]
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I am curious about three things about contact center errors. First, what are some of the big “errors” in your call center sub processes and how do you track the error rate?
Second, is your error rate on those key sub processes continuously decreasing or has it plateaued?
Finally, if it has plateaued, has it plateaued at what you consider an…[Read more]
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Dennis Adsit wrote a new post, Fixing Between-agent Variation Can Make All the Difference 7 years, 8 months ago
Here is the good news: To help their call centers improve, managers need to solve just one problem between-agent variation. Thats right. Fixing that problem can take a call center to a new standard of […]
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Dennis Adsit changed their profile picture 7 years, 8 months ago
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Dennis Adsit became a registered member 7 years, 8 months ago