From the course: Leading a Customer Service Team
Join today to access over 22,600 courses taught by industry experts or purchase this course individually.
Process management in the contact center
From the course: Leading a Customer Service Team
Process management in the contact center
- A Greek philosopher once said that, "Change is the only constant in life." This is true. As you lead a customer service team, the demand of the customer changes, technology changes, competition changes. To keep up with this demand, you need to develop a process management mindset as part of your customer service team management disciplines. But how do you develop these disciplines when that is not your core skillset? In this module, you'll learn how to build a process management discipline in your contact center. Let's first explore some process management disciplines. Process management disciplines are like diets. They all work relatively well if you use them. As a Six Sigma Green Belt, I have seen teams effectively certify their frontline supervisors in a Yellow Belt Program. They use these resources to deploy a simple DMAIC process. DMAIC is the Six Sigma acronym for Define, Measure, Analyze, Improve, Control. Six…
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.