The Call Center Professor | Your Resource For Call Center Excellence!
Your resource for Call Center Excellence
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 called a Six Sigma Program.
The methods for building, designing, and managing an effective call center are like the laws of physics—they are incontrovertible axioms. Though Abbott Associates did not invent science, we did pioneer the application of science to a field that all too often relies solely on “soft skills.”
The Call Center Professor | Your Resource For Call Center Excellence!