Workforce
Management Demystified-Part
2
It is not difficult
to learn the fundamentals of Workforce Optimization as what really
counts with respect to your call centre performance is being
efficient with the scarce resources available. It is not difficult
to define the optimal solution between reducing costs and overhead
to increasing morale and loyalty amongst your front line staff.
It is not difficult to recognize how to identify wasteful steps
and critical inefficiencies that impact contact centre performance.
It is not difficult to discover how to establish a discipline
of continuous improvements that delivers ongoing productivity
and call quality results. It is not difficult to uncover the
cost of chronic call centre problems related to service management,
sub-standard productivity and poor quality. It is not difficult
to learn how to integrate the right call centre metrics that
drive total customer experience that in turn delights them in
each interaction with your contact centre.
You can learn and share these best practices here in Part 2 of
WFM Demystified. In this 2 part session, we have proven that you
can effectively track and trend your contact center performance
using a handful of tactics and strategies. By utilizing the LEAN
Six Sigma methodology the manager is able to measure effectively
center performance. The principles and foundational concepts of
a proven methodology called DMAIC is also discussed using a case
study on how a contact center was able to realize significant gains
in a short period of time.
Aside from learning these concepts and ideas, you will be able
to:
• Prioritize projects using a simple evaluation tool.
• Diagnose the root causes of performance gaps
• Prescribe actions to improve performance
Course
Leader:
Mohan
N. Nair
MBA,
Lean Six Sigma Black Belt
As Director of Continuous
Improvement, Mohan oversees Nair Consulting Group’s core
operational functions, including workforce management training
and implementing quality optimization strategies using cutting
edge technology as a key lever in the new era of business.
In this role he draws upon his 20-year track record in the
customer service industry to drive continuous improvement across
the organization using LEAN Six Sigma methodologies.
Prior to NCG, Mohan
was the Director of Customer Delight Programs for Lenovo Asia,
an $8 billion multinational corporation. While there, Mohan
was responsible for multiple contact centers in the ASEAN region.
Before that, Mohan was VP of Operations for HSBC Global Resourcing
located in Malaysia for two years. He also held several senior
management roles for Fortune 500 companies focused on customer
support in Canada.
Mohan holds a MBA
from the University of Southern Queensland, Australia and is
a Certified Coach and Lean Six Sigma Black Belt. He has also
completed Executive Management Training at the Duke School
of Business in UK and the prestigious LSS Academy in Malaysia.
He has lectured extensively
at Frost and Sullivan’s conferences and Contact Centre
Asia forums delighting audiences with his unique insight into
contact centers. Most recently he was the keynote speaker at
the Contact Center Optimization Forum held in Toronto, Canada
in June 2010.
DVD Price: $49.99 USD(plus 10.00
shipping and handling)
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