COPC® Lean Six Sigma for Contact Centers - Yellow Belt Training - Nov 2019

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November 11-15, 2019
Omaha, Nebraska

Training Course Overview
Training Course Logistics

 

COPC Lean Six Sigma for Contact Centers – Yellow Belt Training teaches you how to use Six Sigma tools to improve service, quality, revenue, and costs in your CX operations. Our training focuses adapting the Six Sigma approach to include the added complexity of managing people. We teach you how to analyze data using Six Sigma tools and how to implement improvements that are proven to work.

What You Will Learn:

  • When to use each Six Sigma tool with specific guidelines that make your analyses clear and actionable. These tools include correlation analysis, variation analysis and histograms, run chart analysis, pareto analysis, process sigma capability analysis, and fishbone diagramming.
  • How to avoid excessive analysis that does not lead to performance improvement.
  • How to use key Six Sigma tools to more effectively deploy the COPC Customer Experience.
  • How to drive results in your operation through a structured and sustainable approach to improving your CX operations.
This training is a combination of lectures, discussion, and hands-on analysis projects with daily reviews. Six Sigma statistical software and other resources will be provided. At the end of class and upon passing an exam, you can become a COPC Lean Six Sigma Yellow Belt. For best results, participants should be experienced in the following Microsoft Excel skills at an intermediate level: using the function wizard, inserting charts and graphs, working with data tables, and the ability to work within Excel's toolbar options.