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Something Sigma is a weekly podcast offering process improvement best practices for customer-facing environments, hosted by Raun Kilgo of OpenSpan, a 20-year veteran of the call center industry and Six Sigma Blackbelt. In these 3-5 minute .mp3 format podcasts, Raun will share anecdotes and observations about the customer contact centers he visits, and explain how leading call centers improve performance by monitoring, analyzing and automating various agent processes. These podcasts will be valuable for Contact Center and Customer Care Executives, Managers, Supervisors, Team Leaders and others involved in Contact Center Operations, as well as those tasked with Lean Six Sigma, Quality Programs and Continuous Improvement.
||Episode 10: First Contact Resolution||Getting a handle on FCR is a major step toward improving performance in your call center.||24/12/10||Grátis||Ver no iTunes|
||Episode 9: How Autonavigation and Contextual Help can Reduce Training||Why bother training agents to memorize scripts or procedures when you could easily give them contextual onscreen guidance? Why waste time training agents to perform tasks that the computer can do behind the scenes?||10/12/10||Grátis||Ver no iTunes|
||Episode 8: Simplify the Agent Desktop to Reduce Training and Improve Efficiency||In most call centers, a huge amount of agent training time is devoted to learning the technology--not company culture, product knowledge, selling skills or improving customer interaction. Reduce training related to applications by automating processes and||3/12/10||Grátis||Ver no iTunes|
||Episode 7: Agent Specialization||Specialization may sound like a good plan, but it may not be as efficient as you think. As Robert Heinlein wrote, "Specialization is for insects."||18/11/10||Grátis||Ver no iTunes|
||Episode 6: Click to Call||In some call centers, up to 70% of calls have to be transferred at least once. Make customers happier by making the process fast and accurate.||12/11/10||Grátis||Ver no iTunes|
||Episode 5: Agent Information Receipt and Confirmation||Call Center managers need a way to reliably disseminate information to agents, and then verify that the agents have received and understood that information.||5/11/10||Grátis||Ver no iTunes|
||Episode 4: Click to Note||Use OpenSpan to notes-enable data fields in virtually any application so that agents can document the information relayed to callers with a single click.||29/10/10||Grátis||Ver no iTunes|
||Episode 3: Automatic Notes||Let agents move information to Notes with one click to save after call work time.||8/10/10||Grátis||Ver no iTunes|
||Episode 2: Unified Notes||Provide agents with the ability to access consolidated notes about an account from various information sources to save time and allow them to deliver a higher level of customer service.||1/10/10||Grátis||Ver no iTunes|
||Episode 1: Establishing Identity||Practical tip for reducing call time and improving customer satisfaction.||24/9/10||Grátis||Ver no iTunes|
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- Ver no iTunes