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Operations

Six Sigma framework applied to customer support leadership and service operations improvement

Six Sigma for Support Leaders: What It Is, Why It Works, and Why I Wish I’d Found It Sooner

Customer Experience, Operations

Six Sigma for Support Leaders: What It Is, Why It Works, and Why I Wish I’d Found It Sooner Read More »

what you do when your company is constantly having outages

What do you do when your Company is constantly having Outages?

Customer Experience, Operations

What do you do when your Company is constantly having Outages? Read More »

Fig 17 06 2020 01 33 13

The 80/20 Rule in Support Operations: A Practical Guide

Customer Experience, Operations

The 80/20 Rule in Support Operations: A Practical Guide Read More »

call center aht metrics individual target vs. team planning tool

Average Handle Time: The Most Misused Metric in the Contact Centre

Customer Experience, KPI, Operations

Average Handle Time: The Most Misused Metric in the Contact Centre Read More »

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