iSixSigma

Contact Center – Voice of the Customer

Six Sigma – iSixSigma Forums Operations Call Centers Contact Center – Voice of the Customer

Viewing 4 posts - 1 through 4 (of 4 total)
  • Author
    Posts
  • #55185

    Dan Curtis
    Guest

    Customer contact centers provide a unique opportunity for a guy like me to seek ways to improve our operations to ensure we provide outstanding customer service. There are tons of metrics and some resources other business units don’t have to help with analysis.

    However, I don’t know how effective is our feedback from customers. I don’t know how effective is our analysis of metrics that don’t seem to make any difference in our customer service assessments. Is there anyone out there with experience in implementing, successfully, SS or LSS into a contact center and seeing results?

    0
    #199044

    Katie Barry
    Member

    @djcurtis — Did you look at our Operations > Call Centers section of content? https://www.isixsigma.com/operations/call-centers/

    You might also want to look at our Methodology > VOC/Customer Focus section: https://www.isixsigma.com/methodology/voc-customer-focus/

    0
    #199077

    D Curtis
    Guest

    Katie, thank you! This was most helpful. Have a great Christmas.

    Dan

    0
    #199095

    Alberto Burgos
    Participant

    @djcurtis What are some of this things if any that your contact center is struggling with?

    0
Viewing 4 posts - 1 through 4 (of 4 total)

You must be logged in to reply to this topic.