Top metrics to achieve contact center assurance


For organizations that require frequent and direct communication with their customer bases, contact centers are a must—as is assuring that their contact centers provide a polished, optimized customer experience.

Six Sigma techniques have served large organizations well, particularly in manufacturing sectors, but previous applications of this methodology fall short of providing a meaningful feedback loop to quality assurance in today’s models. These techniques no longer fit today’s Agile software development model.

This whitepaper outlines some of Hammer’s top metrics for aligning Agile development methodology and Six Sigma to create a comprehensive contact center assurance strategy that keeps major business objectives and the customer experience at the forefront, all while maximizing return on investment.

Read this whitepaper to discover:

  • Six Sigma and related metrics
  • Agile methodology and related metrics
  • Top metrics for aligning Agile and Six Sigma

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