The Contact Center Gurus

Lean Techniques in the Contact Center

Episode Summary

Paul currently leads the technical service department for his division at LG Electronics. He will discuss the value of Lean Operations in a contact center environment and how it can significantly improve operational efficiencies. Episode Sponsors: www.supportlogic.io www.balto.ai/guru www.ozonetel.com www.cloudtechgurus.com

Episode Notes

Paul has a BS in Engineering from the United States Military Academy at West Point and an MBA in Finance from Boston University. Paul's work experience begins as a paratrooper and Infantry officer.  After grad school he moved into corporate finance.  From a finance role he transitioned into field service engineering operations where he built and operated such organizations. 

After consulting for a while he yearned for a leadership role again and moved into customer service support and technical support where I have been for the last 15 years.

What you will learn today:

• What is Lean and how does it fit into a call center environment?
• What are some of the aspects of lean execution that you have found are crucial to its success?
• Pros and Cons of Lean Techniques
• How to Apply Lean Techniques in the Real World

Episode Sponsors

www.supportlogic.io

www.balto.ai/guru

www.ozonetel.com

www.cloudtechgurus.com 

#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM