Process Improvement at Contact Centers - A Lean Six Sigma Approach

Customers are demanding more efficient and effective service from Contact Centers throughout all industries.

Walt will chat with the Assistance Vice President at Provident Credit Union, Walt Sweeny, about a Lean Six Sigma approach to Contact Center process improvement that Contact Center leaders could use to make their Contact Center be the best it can be, effectively and efficiently.

Walt Sweeny has been in the Contact Center business for over 16 years. He is currently an Assistant Vice President with Provident Credit Union in Redwood Shores California.

Previously, Walt had Contact Center assignments with Greater Bay Bank (a subsidiary of Wells Fargo Bank) and AT&T Broadband. He received his Master of Business Administration from San Francisco State University School of Business. Walt is also Lean Six Sigma Green Belt Certified. He serves on the Northern California Contact Center Association steering committee and resides in the San Francisco Bay Area. He is married with three daughters.