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