Process Improvement at Contact Centers – A Lean Six Sigma Approach

Customers are demanding more efficient and effective service from Contact Centers throughout all industries. Host Bruce Belfiore chats with veteran manager Walt Sweeney about a Lean Six Sigma approach to Contact Center process improvement that Contact Center leaders can use to improve their centers.

Guest Host Bio: Walt Sweeny has been in the Contact Center business for over 16 years. He is currently an Assistant Vice President with Provident Credit Union in Redwood Shores California. Previously, Walt had Contact Center assignments with Greater Bay Bank (a subsidiary of Wells Fargo Bank) and AT&T Broadband. He received his Master of Business Administration from San Francisco State University School of Business. Walt is also Lean Six Sigma Green Belt Certified. He serves on the Northern California Contact Center Association steering committee and resides in the San Francisco Bay Area. He is married with three daughters.

Air Date: Wednesday, April 15, 2015 – 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Walt Sweeny, Call Center AVP for Provident Credit Union
Season: 6, Episode Number: 4

CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.

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