Jibril replied to the topic Service/Call Centre 6 Sigma – Identifying Projects! in the forum Finance 15 years, 1 month ago
You probably want to start by understanding/analyzing the different services in your CS center.
Define the problem; what you decide must be within scope. Depending on your problem definition, your metrics should include all the information necessary to measure current state.
Many customer service desk look at: volume of calls, response t…[Read more]