Frost & Sullivan Executive MindXchange
Analytics to Drive Continuous Quality Improvement
Summary of Interactive Session
Synergy Solutions was delighted to host an extremely informative interactive breakout session at Frost & Sullivan’s 6th Annual Customer Contact East sunny in Marco Island, Fl. We hope this was the first of many.
First, we would like to thank everyone who participated. It was your willingness to share your experiences and insights that made the session such a success. Based on feedback received, we are happy to report that many attendees left the session with ideas they have already implemented in their companies.
Our interactive discussions focused on driving the use of analytics in the contact center to enable continuous quality improvement. We used a Six Sigma approach and focused on Systems, Processes and People to define barriers and best practices.
Based on industry research, fully 50% of our collective quality concerns stem from the systems and technology we utilize; 30% can be traced to processes; and only 20% are attributable to people. To that end, our discussion’s principal focus was process.
Our three topic tables tackled six tough questions. Discussions focused on systems used to capture data, best practices for benchmarking and methods for driving improvement through all levels of an organization. We looked at our solutions through the lens of both blended and dedicated contact centers and from the perspective of call centers and multi‐channel interactive contact centers.
Synergy Solutions was privileged to host a collective of thought leaders and customer experience experts from all industries. Our interactive discussions yielded considerable insights. Perhaps the most powerful insight we shared: Executing on your plan is the real game changer.
Creating a plan in many ways is the easy part of sustaining continuous improvement. Finding ways to earn top down and bottom up engagement throughout your organization and relentlessly executing on your plan can make the difference that will shape your success, delight your customers and differentiate you from your competitors. Most companies are
great at making plans, but only through flawless execution will they achieve excellence. Here’s hoping your participation in our session brought you one step closer!
Lynne Jacoby is Synergy’s Vice President of Healthcare Solutions.
As a 15‐year veteran of the healthcare industry by way of UnitedHealth Group (UHG) and formerly PacifiCare Health Systems (PHS), Lynne brings Synergy Solutions a breadth and depth of experience in the healthcare vertical.
Lynne is a Six Sigma Black Belt.