COPC Joins with ICMI to Provide A Comprehensive Training Program for Implementing Six Sigma in Contact Centers

Customer Operations Performance Center, Inc. (COPC) is combining forces with Incoming Calls Management Institute (ICMI) to present an intensive five-day course designed to equip Customer Contact Centers to apply Six Sigma tools and methodologies. This disciplined approach uses data and statistical analysis to measure and improve an organizations contact center performance by identifying defects in service-related processes.

Amherst, NY May 5, 2004 - Customer Operations Performance Center, Inc. (COPC) is combining forces with Incoming Calls Management Institute (ICMI) to present an intensive five-day course designed to equip Customer Contact Centers to apply Six Sigma tools and methodologies. This disciplined approach uses data and statistical analysis to measure and improve an organizations contact center performance by identifying defects in service-related processes.

COPC and ICMI, two of the worlds leading authorities on customer contact operations, have developed this training course to focus specifically on the contact center environment. While there are many Six Sigma programs available for manufacturing, attending this course offers contact center insights shared by the COPC and ICMI industry renowned facilitators. Peter Bloom, President and Co-founder of COPC, Inc., and Brad Cleveland, President, CEO and Publisher of ICMI, provide practical and relevant cases, examples, and methods specific to the unique challenges of the customer contact environment.

Directors, vice-presidents, managers and analysts seeking a better understanding of how to use Six Sigma in contact centers will attend this program. Topics include:
-    Six Sigma Overview   
-    Key Customer-Related Processes (KCRP)
-    Voice of Customer (VOC) and Critical Measures   
-    Transaction Monitoring / Calibration
-    Customer Satisfaction Drivers   
-    Forecasting, Staffing and Scheduling
-    Link between VOC and Operational Metrics
-    Priorities and Return on Investment
-    Collecting, Analyzing, and Using Performance Data (CUIKA)   
-    Work as a Process / Process Mapping

This course is designed to achieve substantial ROI results, drive performance improvement, and meet customer demands. Customer contact organizations that recognize the value of guiding principles based on facts and analysis will have the competitive edge with exceptional customer satisfaction and cost-effective service delivery.

There will be two opportunities in 2004 to participate in the Implementing Six Sigma in Contact Centers programs, June 7-11 and September 20 -24, in Jacksonville, Florida.

About COPC
Headquartered in Amherst, New York, Customer Operations Performance Center, Inc. (COPC) is the leading authority on customer contact center operations. COPC is authorized to issue certification to the COPC-2000 Standard, a comprehensive operations performance standard that specifies minimum operational requirements in critical functional areas. COPC services clients on a worldwide basis, and has representatives in Argentina, Australia, Brazil, Canada, India, Japan, Singapore, United Kingdom, and the United States.

The COPC Standard was developed in 1995 by individuals from Microsoft, Motorola, Dell, American Express, L.L. Bean, Intel, and other customer-focused companies who were concerned with the level of service quality provided by Customer Service Providers (CSPs). Several hundred locations in 30 countries are using the Standard to improve performance, reduce costs and increase customer satisfaction. Users include firms in e-commerce, computer hardware and software, financial services, healthcare, telecommunications and consumer products. For additional information about COPC, visit www.copc.com, email e-mail protected from spam bots or call us at 512-250-3412.

About Incoming Calls Management Institute (ICMI)
Established in 1985, Incoming Calls Management Institute is recognized as the leading resource on management, operations, and emerging trends impacting the global call center industry. Based in Annapolis, Maryland, ICMI was the first company in the world to offer training seminars on call center management and operations, including Essential Skills and Knowledge for Effective Incoming Call Center Management, attended by more than 60,000 call center professionals. ICMI has consulted to organizations in more than 30 countries, offering applied business expertise based on real-life hands-on experience of the company's executive team. ICMI's CEO, Brad Cleveland, is co-author of the industry's acclaimed how-to textbook, Call Center Management on Fast Forward, and is among the most sought-after keynote speakers and experts in the call center industry. For more information call 800-672-6177 or visit http://www.incoming.com.

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