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COPC® Lean Six Sigma Yellow Belt for Contact Center
July 9 - July 12
Build a strong foundation for your contact center operational transformation! This intensive course equips participants with an in-depth understanding of the fundamentals of Lean Six Sigma, with a strategic focus on the Define, Measure, dan Analyze phases of the DMAIC method.
Learn how to uncover root causes using a combination of qualitative and quantitative analysis tools, and master data-driven waste identification techniques and potential improvements. Ideal for contact center practitioners who want to drive efficiency, improve customer experience, and deliver tangible results.
Benefits of Lean Six Sigma:
- Deliver measurable improvements in contact center performance
- Help identify and address underlying operational issues
- Reduce waste and redundancy, thereby reducing costs
- Facilitate better communication between different 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:
- Team Leader & Supervisor Contact Center
- Quality Assurance (QA) Specialist
- Analis Operasional/Business Analyst
- Contact Center/Operational Manager
- Profesional
