|
James C. Abbott
will be your instructor. James is
the author of the best selling book The Executive Guide to Call
Center Metrics. James is unique in that he is not only the
leading metrics expert but has the ability to convert the most complex
topic so that everyone can understand and use it. As one recent student
said, "Excellent material, information, & instructor! I am taking
away so much more than what I thought I would & want to immediately put
it into action."
What attendees have said about James in this class:
D... from John Hopkins University –
Applied Physics Lab
James Abbott is a charismatic teacher. The class is very good. Good info
and examples which can be applied to many organizations. It is a tough
concept to wrap your head around when you really need to almost change
your existing thought processes. He does a great job of unraveling the
mystery.
S... from Take Care Systems
Once
again, Amazing! I have the tools to go back and create an amazingly
efficient and effective center! You have given ne all the tools to
present a solid case that will make amazing changes! Thank You!
J... from John Hopkins University – Applied Physics Lab
It
works! We have already implemented
S... from City of Regina Canada
This
class put the tools from the metrics class into the correct place in the
design. I would definitely recommend taking this these two classes
(metrics and design) together.
This class gave a never ending supply of changes and work that can be
done at my center. More to the point in how I need to change the culture
of thinking.
James, it was great. A building
block methodology – step by step – Supported by arriving at a climax.
Definitely worth it. Return on investment (time and money) guaranteed.
J... from Dallas Area Rapid
Transit
Excellent course. Has given me new insight on managing a call center
more efficiently; it has provided me with tools to initiate change
Thank you Mr. Abbott!
I look forward to utilizing the
information you have provided and maybe an additional course in the near
future.
D... from Capital One
Credit Card
Facilitator was engaging and explained the complex things in an easy way
to understand
L... from Capital One
Credit Card
This class helped me to be able to take my real world and apply the
sigma methodology. I am interested in seeing and participating in other
classes. Good stories that move into call center examples
F... from Dennys
This
class was awesome it expanded on the method and techniques covered in
the call center metrics class. I believe that these two classes should
be taken one after another because without the foundations of the
metrics class, I may have had a hard time getting the message from the
second class.
J... from Baker Hill
Corporation
I could only hope before attending that
this class would NOT be another call center training that did not fit
our support center. This class proved to me that there are people (James
Abbott our instructor) who understand our problems & there to help. The
process info gave me a lot to think about. I believe that we will be
able to take back much of what we heard the last 2 days and do a better
job managing our support area. I really appreciate being able to talk
about our support area and how some of our specific issues could be
addressed. I am excited to see if putting existing process on paper can
help us see where we have holes. I am also excited to how our next
generation product releases, which will be blended, can be laid out into
a workable process.
I want to thank
you for taking the time to help guide Loy and I to better serve our
team.
L...
Several things
got my brain working and once everything was brought together I feel I
have some tools for analyzing our operation and determining what may
need changing to make our operation better. Adding the standard
deviation to my current average metrics made a great deal of sense and I
will start there as soon as I return. The whole concept of determining a
point from these metrics of where we want to be and designing with these
goals in mind. And finally the method for designing processes to attain
a finished product will definitely help in our ongoing design. I am sure
after digesting this further I will be ready to return to learn more
about the metrics.
M... from Column
Technologies
It was a great
tool for me to use going forward. This is the type of education I was
looking for concerning the monetary value of a Help Desk / Call Center.
T... from Chicago Mercantile
Exchange
Outstanding. The
instructor, James, was wonderful! Very knowledgeable of the topic & a
great speaker, educator, & trainer.
A... from Geisigner Health
Services
I felt the class
was very informative – As well as flexible to cover question and case
specific examples. The card handouts were good and the added discussion
were very informative
E... Black Belt from Delta Airlines
Good information,
very applicable to my work
B... from ADP
Great material
and instructor. Presentation visuals excellent. Excellent areas
presented that can be taken back and applied to our business
A... from BRE bank - Prague
Poland
The whole seminar
was very good prepared. The issues were told very clearly to me. Slides
were very clear and Mr. Abbott has a great knowledge of what he says. I
will recommend this class to people in my company who are in a Six Sigma
project
Return to Top of Page |
