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Metrics Class
Six Sigma Design Class
Masters Engineering and Analytics Class
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Management Curriculum
MGMT 201 – Essentials for understanding Six Sigma Call Center
MGMT 202 – Sigma Design Advantages and Cost savings
MGMT 221 Proactive Decisions
Mgmt 222 – Terms: Targets, Tolerances, Specification limits, and SLAs
Mgmt 301 Division of Labor and Decision Violations
MGMT 302 – Metric Team
Mgmt 303 – Decision-making Process using Metrics
Mgmt 351 – Describing Metrics
Mgmt 352 – Queuing Curves and Variability
Supervisory Curriculum
Sup 151 – The Goal
SUP 152 – The Science of the Sigma Call Center
SUP 161 – A Winning Call Center Team
SUP 162 – Requirements for a Winning Team
SUP 163 – Proactive Supervision
SUP 164 – Managing your TEAM
SUP 171 – Call Scoring
Agent Curriculum
AGT 101 – Understanding 21st Century Call Centers and Help Desks
AGT 102 – Understanding what is in it for THE AGENT
AGT 121 – You are part of a High Performance Team
AGT 122 – Agent Responsibilities and tools
AGT 123 – Continuous Improvement
Executive Curriculum
Financial Management for the Call Center Professional
Topical Videos
Topic – Call Scoring
Team Participation
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James Abbott
Ron Parker
David Eckhoff
Cameron Abbott
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jabbott
22/05/15 at 17:41
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