Table of Contents

Introduction: Six Sigma in a Call Center World

Chapter One: What is a Sigma?

Chapter Two: Why Sigma?

Chapter Three: Sigma Designs in a Call Center

Chapter Four: Why Six?

Chapter Five: Starting a Six Sigma Design

Chapter Six: What Can I Manage?

Chapter Seven: Call Centers and Decision-making

Chapter Eight: Operational Philosophy

Chapter Nine: Segmentation

Chapter Ten: Coefficient of Value

Chapter Eleven: Optimizing a Sigma Design

Chapter Twelve: Call Center Future

Index