(The Pyzdek Institute: Tucson, AZ) -- For 50 years, the go-to method of improving call center performance has been monitoring and coaching. Yet measures of performance like disclosure compliance, call resolution, cross/upsell rates, and handle time are not continuously improving and in fact have been treading water in most centers for years. More coaching and monitoring would not only be expensive, they also cannot produce breakthrough results on a centerwide basis.
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Manufacturers would laugh if you asked them to rely on monitoring and coaching to improve product quality. They have long recognized that standardized processes and the intelligent use of automation to error-proof are much more powerful for continuous quality improvement.
Agent-assisted automation offers call centers similar quality breakthroughs. The webinar, “Call Center Quality Improvement: Why Deming Is Spinning in his Grave” scheduled for Thurs., Dec. 6, 2012, from 12 p.m. –1 p.m. Eastern, will discuss how automation directed by the agent can be used to increase disclosure compliance, cross-sells, and first call resolution, decrease handle time, and prevent credit card theft.
Presentation topics
• The No. 1 problem in call centers: between-agent variation (BAV)
• The mental model of improvement that dominates call-center leaders thinking—the efficacy of monitoring and coaching—is wrong in theory and in practice and has absolutely no ROI.
• How agent-assisted automation helps agents get it right every time
• Gains in every measure of call-center performance, and why a 40-percent improvement in call center financials (i.e., lower cost plus increased revenue) is easily within reach
Who will benefit?
Black Belts and Master Black Belts, call center leaders, general managers, and chief financial officers.
Background reading
“The Futility of Call Center Coaching” (for stat geeks only)
About the presenter
Dennis Adsit has been achieving breakthrough results with organizations for more than 25 years. He is currently VP of Client Services for KomBea, which provides comprehensive agent-assisted automation solutions. Prior to KomBea, he was senior vice president for Process Excellence and Call Center Operations at Intuit, where he drove dramatic change and tens of millions of dollars in benefits. During the early 1990s, Adsit was a member of the adjunct faculty of Northeastern University’s School of Business, where he taught courses on leadership and human resources management. He has published articles in more than two dozen academic and trade journals.
Thomas Pyzdek will be a panelist during this webinar and available for Q&A.
Space is limited; reserve your seat now. Click here to register.
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