COPC® Lean Six Sigma Yellow Belt
September 5 - September 6
COPC® Lean Six Sigma Yellow Belt
Build a strong foundation for transforming your contact center operations! This intensive course provides participants with a deep understanding of Lean Six Sigma fundamentals, with a strategic focus on the Define, Measure, and Analyze phases of the DMAIC methodology.
Learn how to uncover root causes using a combination of qualitative and quantitative analytical tools, and master techniques for identifying waste and data-driven improvement opportunities. This training is ideal for contact center practitioners looking to drive efficiency, enhance customer experience, and deliver tangible results.
Benefits of Lean Six Sigma:
- Achieve measurable improvements in contact center performance
- Help identify and address underlying operational issues
- Reduce waste and redundancy, leading to cost reduction
- Facilitate better communication between various locations and regions
- Build a culture that values data analysis in developing solutions
Training Outline:
- Introduction to Lean Six Sigma
- DMAIC Overview
- Basic Statistics
- Run Charts
- Voices (Customer, Business, Process, and Employee)
- Histograms, Variation & Outlier Analysis
- Process Sigma Capability Analysis
- Pareto Charts
- Affinity & Interrelationship Diagrams
- Scatter Plots and Understanding Correlation
- Good Graphing Techniques
This Training Is Ideal For:
- Contact Center Team Leaders & Supervisors
- Quality Assurance (QA) Specialists
- Operational Analysts/Business Analysts
- Contact Center/Operations Managers
- Professionals
