Session 604: Continuous Improvement in Overdrive – How to Turbocharge Your CSI Initiative

Thursday, April 28, 2022 4:00 PM to 4:45 PM

The advent of Chief Service Officers and Chief Improvement Officers offer telling clues about why some contact centers succeed at institutionalizing continual service improvement while most others fail. For these pioneering companies, CSI is not a mere slogan, project or program, but rather a core discipline that is carefully developed, nurtured, and managed over time.

In this session, Jeff Rumburg, who has been retained as a contact center expert by some of the world’s largest corporations, will present case studies of contact centers that have successfully built a culture and discipline of continual service improvement. Additionally, he will call on audience volunteers to develop a sample CSI timeline and reveal an empirical model for Continual Service Improvement.

Attendees will learn about the core discipline of CSI, the role of chief service and chief improvement officers, common pitfalls of implementing CSI, and the five success factors for effective CSI.

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