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