Here is how we deliver a superior consumer experience.
Continuous improvement (CI)
The constant in the business world is change. Today’s optimal solution becomes tomorrow’s outdated process. The way to maintain a superior- performing contact center is through continuous improvement. Percepta is not satisfied with the status quo. A philosophy of continuous improvement infuses everything we do. Wherever the short- or long-term opportunities for improvement are, we take the steps to initiate the changes to get there.
Key CI elements
- Business process improvement—a five-step, problem-solving methodology
- Six Sigma—also known as the DMAIC approach, is a data-driven means to identify processes that are off-target or have a high degree of variation
- A cultural element of the organization that is reflected in all functions
- Initiatives come from all points in the company
CI benefits
- CI tools improve contact handling, improve contact avoidance, and increase self-service automation
- Six Sigma reduces errors
- Process improvement focuses on root causes for effecting change improvements
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