Customer Service: 0064 9 376 2806 (9:00 AM - 6:00 PM Mon - Fri)

Learn. Grow. Network!!!

Implementing a Continuous Improvement Programme (CIP) for your Contact Centre   

Programme Content

v Preliminary introductions including presenter for the day

v Continuous Improvement – definitions

v The Kaizen concept and guiding principles

v Checklist before you begin the 2 step Journey

v Continuous Improvement – The 02 Steps

v The 02 Steps:

o  Step 01 – Identify and Prioritise, Implement

o  Step 02 – Document and Analyse

v Step 01  - Identifying opportunities and risks – The 5 step assessment process

v Step 01  - Definition

v Step 01  - Scheduling

v Step 01  - Preparation

v Step 01  - Execution

v Step 01  - Documentation

v Step 01  - Prioritising opportunities

v Step 01  - Prioritising risks

v Step 01  - Capturing opportunities

v Step 01  - Rid, Mitigate, Control risks

v Step 02 – Document and Analyse

v Step 02 – Document - Capture ‘wins and progress’

v Step 02 – Analyse - Compare results and progress – Benchmarking 

Includes 02 Exercises

Exercise 01 Executing an Assessment Process - Linking Statistics to Quality and Training

Exercise 02 Process Map a Contact Centre Process

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See Dates and Venues

 

Customer Services Audit Ltd, TeleConsultants House, 31 MacKelvie Street, Grey Lynn, Auckland, PO Box 147210 Auckland 1144, New Zealand.

 

Phone: 0064 9 376 2806

            0064 9 376 8704 

 

Email: info@customerservicesaudit.com