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Vicki Nihart

Vicki Nihart
I am 6 Sigma Black Belt with over 15 years of experience in call centers. My training has enhanced my core knowledge and the critical thinking skills needed to identify and streamline processes; eliminating waste & repetition.

Time to Stop Customer Feedback

Customer feedback is a waste of time for many. It’s a waste of time for the customers to provide it, a waste for managers...

3 Things Enable Agents to Increase FCR

Everyone knows that repeat callers are expensive, even really expensive. That’s why most companies track First Call Resolution (FCR) as a metric on their...

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