This webinar discusses a real-world experiment in a call center. The objective was to find a way to improve first call resolution. There were many challenges, such as:  

• How do you control for unknown sources of variation?
• How do  you factor out the variation between agents?

• How do you assure that the "Hawthorne Effect" doesn't contaminate the results?

• How can you be sure that you don't improve one thing while causing something else to go haywire?

• Will the change hurt the morale of the agents?

Attend this webinar to see how TomPyzdek worked with a team of call center professionals to overcome these and many other issues and eventually found a way to improve first call resolution.

Thomas Pyzdek has written numerous books, including The Six Sigma Handbook, The Quality Engineering Handbook and The Handbook of Quality Management. His works are used by thousands of universities and organizations around the world to teach quality and process excellence. Pyzdek has provided training and consulting to employers and clients in all industries since 1967. He provides consulting guidance from the executive suite to "Belts" working in the trenches. In his online and live public seminars and client classes he has taught Six Sigma, Lean, Quality and other business process improvement methodologies to thousands. His latest venture is providing online Lean and Lean Six Sigma training and certification. Click here to view his online store.

Pyzdek is a Fellow of ASQ and recipient of the ASQ Edward's Medal and the Simon Collier Quality Award, both for outstanding contributions to the field of quality management, and the ASQ E.L. Grant Medal for outstanding contributions to Quality Education. Pyzdek serves on numerous editorial boards, including The Quality Management Journal, Quality Engineering and International Journal of Six Sigma and Competitive Advantage.

Space is limited.
Reserve your Webinar seat now:
 

Click here to register, or paste this link into your browser: https://www1.gotomeeting.com/register/481651169

Title: The Anatomy of an Experiment in a Call Center
Date: Wednesday, October 10, 2012
Time: 1:00 PM - 2:00 PM EDT
After registering you will receive a confirmation email containing information about joining the Webinar.
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