Abbott Associates

AGT 101 – Understanding 21st Century Call Centers and Help Desks

This course starts by explaining the goal which will impact your day to day operation. To appreciate the current state of call center operations understanding call center history is important. This history will help you understand the difference between efficient versus effective operation and which you must strive for. You will understand the center’s architecture and how you fit. This course will explain the impact of variability on you and the center and how to deal with it.

Call Center History

What is a Sigma

Efficient versus Effective

Architectural Integrity

The Goal