James C Abbott has shared his decades of knowledge, experience, and operation improvement in this new contact center series.

A Message From Ron Parker:

Other Books By James C. Abbott:

1. The Executive Guide to Six Sigma Call Centers
2. Designing Effective Call Centers
3. Better Decisions Through Effective Information
4. Optimize your Operation

An effective operation must be built on a foundation of science and principles. With this foundation there are three knowledge areas: design, metrics, and management. The key to an effective operation is the minimization of variability or Sigma. Designing and managing to reduce variability is fundamental to a low cost operation.