Devoted to the call center industry, the agents on the phones, and their managers

The interview continues as Ron Wince discusses about Sigma Kaizen and how call center agents can be a part of the LeanSigma methodology. 

If you want to know about LeanSigma, part 1 of the interview is available for your reading pleasure.

Ron Wince (rwince@guidonps.com) - President and CEO of Guidon Performance Solutions is the global leader in implementing operation and business improvement strategies within call centers and other service organizations.

What management techniques preceded it?

Business process reengineering has been around call centers for quite some time. These approaches have typically been employed by engaging a few experts in analyzing the processes and implementing new improvements.

For call center agents, what is a Sigma Kaizen Breakthrough Event like?

A SigmaKaizen event is an intensive, collaborative improvement methodology that relies on the principles of LeanSigma but engages the process owners and those who support the target process to delivery rapid, real time improvements.

Typically the call center agent gets the opportunity to learn some basic tools and principles and then step outside their own process and apply what they have learned.  Within 5 days, the agent has had the opportunity to effect change in areas they might have wanted to address in the past but had not had the empowerment or trust to do so.

Do you serve refreshments? Is it an exciting time for them? Do they feel nervous?

To know what Ron Wince has to say, head on to the final part of the interview.