Redefining Quality Problem Solving in CX

A Six Sigma Approach to Root Cause Analysis


Join us for a pivotal webinar featuring Pete Pande, President of Pivotal Resources, a celebrated author and Six Sigma expert, alongside the innovative leaders from MaestroQA. Delve into the transformative power of Six Sigma's Root Cause Analysis as we uncover how it can serve as your strategic advantage, spotlighting potential blind spots in your customer support strategy and addressing the real issues behind customer dissatisfaction.

Designed for Call Center Operators, Customer Support, Quality and CX Team Leaders, this webinar aims to transform how customer support metrics are interpreted and acted upon. Learn to dissect the complex reasons behind the struggles with key performance indicators (KPIs) like First Contact Resolution (FCR) and understand why surface-level remedies are inadequate. Additionally, discover a better framework for pinpointing, analyzing, and addressing customer support issues to transition from temporary fixes to sustainable strategies that enhance customer satisfaction, loyalty, and operational effectiveness.

When: Available Now
Where: On-Demand



 

 

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Decoding Customer Support Gaps

Facing common yet complex customer support challenges? This webinar will equip you with innovative, data-driven strategies and Six Sigma tools to transform your approach.

In this webinar, we’ll cover:

  • Defining Problems Accurately: Drill down to the real issues affecting your customer support, moving beyond surface-level metrics to uncover deeper insights.
  • Beyond Traditional Fixes: Shift from stopgap solutions to implementing changes that have a lasting impact on your customer support quality and efficiency.
  • Applying Six Sigma Root Cause Analysis: Master Six Sigma techniques to thoroughly investigate and resolve the underlying causes of customer support challenges.
  • Tracking for Continuous Improvement: Learn the importance of measuring outcomes to foster an environment of continuous improvement and excellence in customer support.
  • Technology as an Enabler: Discover how leveraging the right technology can provide the insights needed to perform effective root cause analysis and drive better decision-making.
Problem Solving
Pete

Pete Pande – President & Executive Consultant, Pivotal Resources, Inc.

Pete is a recognized expert in organizational change leadership with over 35 years of consulting and author of the bestselling book The Six Sigma Way. He has led strategic planning and operational improvement efforts for clients in a wide variety of industries, including government, manufacturing, retail, consumer products, high tech, healthcare and financial services. He works closely with leaders to evaluate operational capability, establish priorities and guide initiatives to achieve strategic goals and boost performance.

Max

Maxmillian Licht – Account Executive, MaestroQA

Beginning his career in real estate, Maxmillian Licht discovered a passion for technology innovation and enhancing customer experiences. He transitioned to SaaS, where he excelled as a Sales Development Leader at Zuora, a company specializing in order-to-cash solutions, and later as a Sales Leader at Productiv, a platform focused on software procurement and optimization. Now at MaestroQA, Max employs his extensive sales strategy and software solutions experience to drive enterprise sales initiatives, furthering MaestroQA's impact in the tech sector.