Call Center Online Training Course
Business Process Improvement: Six Sigma and Beyond
1-½ hour instructor-led online training course, $300
Volumes and series discounts available
Dates, Locations and Registration


Many different quality initiatives and business process improvement methodologies have come and gone over the years. This web training course presents one of the most popular and widely used process initiatives being used in the early 21st Century to improve customer satisfaction, improve operating efficiencies, and reduce errors in the workplace. Six Sigma has gained favor as a smart way to manage a business or department and a process which uses facts and data to drive business solutions that ensure return on investment and customer satisfaction. Whether your organization is planning a full-scale Six Sigma implementation or not, you'll benefit from learning the basic steps of this business improvement process and how it applies to a variety of call center issues.

Participants will learn:

  • Six Sigma and other business improvement processes and their place in call centers today.
  • Five step DMAIC process of Six Sigma.
  • The process and tools that can be used to define business improvement projects.
  • How to measure and analyze all types of customer and internal data.
  • How to identify alternatives potential solutions and doing a cost/benefit analysis of these options.
  • The process for implementing solutions and ensuring long-term success.

Participating Procedure

Use your Internet browser and your telephone to participate. No special software required! Two days prior the seminar, you will receive an email containing access instructions for the web portion and the telephone number to call. On the day of the seminar you will point your browser to a designated web page for the visual portion of the seminar and dial a toll free number for the audio portion. (Outside of North America you will dial a direct access number.) You will be able to view the seminar presentation, participate in live polling, and ask e-mail questions through your computer. Your telephone will enable you to ask audio questions or comment on points made during the presentation. An unlimited number of students may participate around a single web/audio connection.

Registration Fees

The fee for this seminar is $300 per computer connection, for a 90-minute session. Any number of individuals may participate around a single web/audio connection.

Volume Discounts

  • Purchase 5 or more connections for any Call Center Online Training courses (mix and match) for only $270 each.
  • Purchase 10 or more connections for any Call Center Online Training courses (mix and match) for only $245 each.

Certification Series Discounts

To register, click on the "Book Now" button or please call (708) 246-0320

Seminar Schedule
Nov 12, '09 1:00 pm CST Web Seminar

Click here to learn about Click here to see the entire seminars calendar, dates & locations

Payment is due prior to the seminar, including payment on purchase orders.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $125.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $125 toward any other Resource Center seminar.  There will be no refunds or credits for non-attendance.

Agenda, course dates, and locations are subject to change.


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The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251  

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Last modified April 17, 2009