Six Sigma as we discussed in our earlier post is not intended to as a quick fix but is rather a systematic process and procedure that is focused on ongoing quality improvement. The ultimate goal of a Lean Six Sigma project is continually improved and sustained quality through an improved and more efficient process. Six Sigma […]
More Six Sigma Basics Read More »
While this post is not specifically customer service or operations-related, it is something you’ve probably experienced or will experience at least once in your career so it’s worth exploring. I’ve talked a bit about interviewing and using LinkedIn and other job boards in some previous posts. I’ve also talked about job searches, resumes, and how
How to Land the Perfect Job – Part 1 (Job Boards & Recruiters) Read More »
Six Sigma’s goal is process improvement and variation reduction. By improving processes and reducing defects, customer satisfaction is naturally improved.Minimizing defects in production through continuous improvement. Six Sigma focuses on measuring the impact of an improvement project and uses the following phases: Defining Measuring Analyzing Improving, and Controlling We’ve seen this before in the DMAIC process that
The Basics of Six Sigma Read More »
Every few years, a new technology arrives in customer service with cinema-level hype. Artificial intelligence is the latest: depending on who you ask, it’s either the Terminator coming for agent jobs or a magic fix for every CX problem. The reality is far less dramatic—and far more useful. AI will change contact centers. It already
AI in the Contact Centre: Is It Ready for Prime Time? Read More »
All the world over, businesses are changing their modes of operation. More specifically in how they handle their customers. This is because the population all over the world is mostly comprised of the youthful (the millennials) whose tastes and technology application in business greatly influences preferences. Customer care is a critical issue in growing your
Why is Everyone Chatting? Read More »
In the early days of my career I was responsible for setting up an operation in a different city. It was a great opportunity for me and something that I really wanted to succeed in, however looking back on that person with the experience I now have. Well, lets just say that I was very
Setting up and Launching a Remote Office Read More »
Dealing with customers that want to cancel is hard. I know – I’m personally in the midst of trying to cancel my Television/Internet service & trying to keep my frustration in check is difficult to say the least! – however, this blog is not about the customer experience, but rather how to ensure that the
Cancellation – the final step in a long and drawn out process Read More »
Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with
1. Be a Leader AND A Manager: Leaders share and communicate a common vision (of some future state); they gain agreement and establish the forward direction. Leadership is more than just telling someone what to do – it is inspiring them and motivating them by giving real world examples and ongoing guidance Good Leaders motivate
The 5 Key Requirements of a Successful Project Manager Read More »
