LEAN Case Study - Secrets to Optimize High Performance in Contact
As competition heats up in the marketplace for talent, organizations
must find a way to retain the top talent or “crème
de la crème” of their staff. It is not uncommon for
rival firms to poach or entice your top talent to come work with
them. "Cost Containment" isn't a category all by itself.
Instead, it's more helpful to think of managing costs as a skill
like leadership in which you learn more about yourself, your teams
and your organization as you evolve.
It is not for the faint of heart and is not for everyone. Salaries,
attrition, defection of star players on your team and repeat calls
from your customers mean millions of wasted dollars on up to 25%
of your operating budget. The resulting low customer satisfaction
and lost sales opportunities cost you even more than you had predicted
in your budget.
When customers have a bad experience, they tend to defect to your
competitors. It’s that simple. The same holds true for good
agents who leave for greener pastures. Organizations continue to
struggle with defining what a good experience is all about, balancing
quality with cost of service, calibrating customer satisfaction,
and identifying the root causes of customer dissatisfaction.
To retain your best customers today, you need a bird’s-eye
view of the customer experience to highlight the gaps across service
channels. You need to drill down to details to identify the drivers
of low satisfaction. You need to know the specific behaviors which
are driving poor results. You need to spend more time coaching and
less time searching for superstar agents. If you feel that investing
in creating an enjoyable working environment for your staff is not
part of the job today, then think again. It starts with creating
a quality strategy within your organization.
this webinar participants will learn the basics of High Performance
and how 7 Effective Quality Tactics can be used.
You will learn:-
a) People Management, how to differentiate peak performers from
b) Risk Management, how to focus on high impact calls that yield
c) Cost Management, how to manage costs, increase performance of
The basic concepts are reviewed in detail to solicit buy-in and
unleash the potential talents lying dormant in your staff. Tactical
and strategic tips are shared as well on how to curb chronic absenteeism
and turnover. This was designed for contact center professionals
who manage and report on customer interactions. Specifically managers
and directors responsible for developing and executing a customer
experience strategy including those who run and manage a diverse
group of individuals in today’s competitive world.
the customer experience is an important element in today's contact
center and the way your agents handle customer experience is a key
differentiator between you and your competition. Proper management
of the customer experience can result in increased profits, employee
engagement and performance levels. Harnessing customer feedback
and using it as business intelligence will catapult your organization
to the next level. Join your host Mohan Nair, for this webinar on
his insights and give you ideas, methods and tools that you need
to implement or improve your contact center's quality and customer
• This webinar
that was created for contact center professionals, by contact center
• We’ve put together a content-rich program in a comfortable
structured environment delivered by contact center practitioners
and consultants who are seasoned coaches.
• Travel is not required. Interact with the presenter and
your peers right from the comfort of your home or office!
• You don't have to stop working to attend so you can start
applying what you learn immediately.
• The audio and video from each session will be recorded.
If you miss a session, you will have access to all of the session
recordings once the webinar has ended
Lean Six Sigma Black Belt
Director of Continuous
The Nair Consulting Group, Toronto, Canada
Personal Motto: "Preserving the present is living in the
of Continuous Improvement, Mohan oversees Nair Consulting Group’s
core operational functions, including workforce management training
and implementing quality optimization strategies using cutting edge
technology as a key lever in the new era of business. In this role
he draws upon his 15-year track record in the contact center industry
to drive continuous improvement projects across the organization
using LEAN Six Sigma methodologies.
Prior to professional
services consulting, Mohan was the Director of Customer Delight
Programs for Lenovo Asia, an $8 billion multinational corporation.
While there, Mohan was responsible for managing multiple contact
centers in the ASEAN region. Before that leadership role, Mohan
was VP of Operations for HSBC Global Resourcing in Asia.
He also held several
senior management roles for Fortune 500 companies in North America.
Mohan holds a MBA from the University of Southern Queensland, Australia
and is a Certified Lean Six Sigma Black Belt. He is also a sought
after speaker having presented at Frost and Sullivan Conferences
and Leadership seminars delighting audiences with his unique insights
on the hospitality and services industry.