iSixSigma

Dennis Adsit

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    Dennis Adsit
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    We have tons of data about how our solution improves live-agent call handling…higher process adherence, higher compliance, higher FCR, higher C-Sat, lower AHT and ACW, and dramatically lower between-agent variation. Most recently we have showed unequivocally how our approach dramatically improves live-agent cross selling. When process adherence equals higher revenue, you have no trouble getting management’s attention!!!I have written two articles for isixsigma on our approach. While the whole call center industry is focused on trying to get agents to do what they want them to do, one-agent-at-a-time, we are focused on standarizing the process, error-proofing it and providing visual controls so that call monitoring becomes almost unnecessary. This is lean/six sigma at its best and applied to a process we have had little success heretofore at influencing: live-agent call handling.You can get more information at http://www.kombea.com or contact me at [email protected]

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