Building and Managing an Effective
Continuous Improvement Program

 2 Day Class

Click here for class dates and Registration

Who Should Attend:

This training course is designed for directors, vice presidents and managers with leadership, budgetary and strategic responsibilities.

James C. Abbott is the leading call center author, developer, teacher, and engineer who you will be fortunate to have as your instructor. James is unique in that he is not only the leading expert and developer in call center and help desk design, but he also has the ability to convert the most complex topic so that everyone can understand and use it. As one recent student from Prague Poland said, "The whole seminar was very well 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." James currently has four call center books in www.Amazon.com top twenty call center books.
Dawn Greenman from John Hopkins University – Applied Physics Lab said about James Abbott: "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."

You will take home:

Ø        A copy of James Abbott’s book “Optimize your Operation”

Ø        A fountain of knowledge

Ø        A vast array of options for running your continuous improvement program

Ø        A options for running your center better

Ø        An understanding of why things work based on scientific knowledge

 Topics:

Continuous Improvement

What is a continuous improvement program and why do we need it is key. In this class we will answer both questions. Continuous improvement is critical to every operation. It is a journey of a steady stream compounding improvements. We will show you how to build a culture for continuous improvement in your organization. You will understand what is required to get a continuous program going and how to dynamically keep your center optimum.

Call Center Leadership and Vision

To be a great call center executive you must understand call center history and what a 21st center call center is capable of accomplishing when it is well designed and run. With this understanding you be able to establish the vision, and then know how to instill that vision in every team member. 

You will learn what is required to run an effective operation. Understand the five types of call centers and how the operation must be designed to support their unique demands. Every effective call center has three key components: low cost, flawless service, and short wait time. You will learn how to integrate these three vital components into your vision.

Short business life cycles have created unique challenges for modern call centers. You will study life cycles and the S-curve—its phases are crucial for an effective call center.  We will take this knowledge and make it a competitive advantage for your business.

Understanding the Business
Call Center Science
Knowing why things works is critical. We will explain in understandable terms that everyone can understand the science behind the scenes of call center design. We explain the science of decision making. We will explain the science of metrics. You will leave this class with fantastic ideas, concepts, tools, decision logic and methods and more important you will understand the science associated with each.

Variability's impact on both you and your operation
Variability is the most important driver in any operation and particularly in the call center and help desk word. In your call center, do you monitor, manage, and design to reduce variability? If not, it is the most important issue in your center effecting every aspect of your center. In this class the mystery of variability will be unraveled and you will understand the why, what, and how for reducing your center's variability. With your sigma reduced you will see huge cost savings. Learn and understand queuing concepts and what’s involved in managing it. This requires an understanding of the interaction of science, soft skills, and design on your operation.

Learn the Many New Options for your management team.
Learn The Many New Options that will be available to your management team to keep your center optimum. Options that will delight your customer. Options that make your center a great place for your agents to work. All with Huge cost savings.

Communication Clear Roles and Responsibilities
This course will explain the executive’s functions and roles. A clear job description helps separate truly effective executives from the rest of the pack. You will learn what tools are critical for every great call center executive. Be the best executive in the call center industry. This class will show you the traits that will set you apart from the average executive, and then show you how to make these traits your own.
Know What to Manage
Effective call center executives know what to manage and what is beyond their control In this class you will learn what you and your team must manage to assure that your call center is the best in your industry. Then you will understand what tools are required to acquire and sustain top-notch service.
Know What You must handle and what you can delegate
Effective call center executives know what to manage and what is beyond their control In this class you will learn what you and your team must manage to assure that your call center is the best in your industry. Then you will understand what tools are required to acquire and sustain top-notch service.
The Business Team and the Call Center Team
Team is all about getting the right people in the right jobs. Operational functions, from the customer all the way to the end product, will be explained. Operational and support roles will be defined so that the call center can function as a successful team. Then we will establish the methodology for build the team.
Communicating to the Center Team
Call center executives must share a clear vision. This requires concise terms and definitions. We will study the most commonly misused terms and how they undermine even the best call center. Communication is critical to convert your center into the best in the business. Clear roles and responsibilities are key to both leadership and effective operations. you don't have to do the work or be the expert but you do have to establish a vision and change the culture. This course will explain the center roles and then what is doable for you call center team.

Assessing the operations
Assessment is critical to having a stellar operation. This class will provide you with the knowledge to know where and how to assess.
Knowing What Tools are Essential
You will be taught what tools are critical for every call center executive. These tools allow the executive to assess the correctness, consistency, and capability of every aspect of the call center.
Knowing how metrics fit in
You will be taught what tools are critical for every call center executive. These tools allow the executive to assess the correctness, consistency, and capability of every aspect of the call center. We will cover metric blueprints and 21st century metrics.

The Continuous Improvement Benefits
Since saving money is important to every company, we will provide you with the knowledge to get the real value out of your operation.  Then we will provide you with the ammunition to communicate that value.

You will walk away with the many new options that will be available to your management team to keep your center optimum. Options that will delight your customer. Options that make your center a great place for your agents to work. All with Huge cost savings.

Agenda: