Six Sigma black belt on the definition of BPG
Peter MacDonald, Six Sigma Black Belt and leading process improvement guru, describes the critical role that business process guidance (BPG) systems play in dramatically enhancing the success of process improvement initiatives.

Call Center CIO on change management
The CIO of Stellar - a leading global provider of call centre and business process outsourcing solutions – discusses the change management issues that need to be considered as part of a SupportPoint implementation.

Call Center CIO on the business benefits of SupportPoint
The CIO of Stellar - a leading global provider of call centre and business process outsourcing solutions – describes how SupportPoint’s impact on agent support and training leads to a better customer experience.

Call Center CIO on the cost benefit of SupportPoint
The CIO of Stellar - a leading global provider of call centre and business process outsourcing solutions – details how a reduction in floor support requirements, average handling times, and reliance on subject matter experts leads to lower costs and higher customer satisfaction levels.

Client reaction to SupportPoint
The CIO of Stellar - a leading global provider of call centre and business process outsourcing solutions – discusses how their client is not only happy with SupportPoint’s use in the call centre but is considering using it internally.

Stellar CIO on Business Process Guidance for outsourcers
The CIO of Stellar - a leading global provider of call centre and business process outsourcing solutions – on the importance of having a system and methodology for continuous process improvement.

Stellar CIO on implementing SupportPoint
The CIO of Stellar - a leading global provider of call centre and business process outsourcing solutions – discusses issues such as information architecture, change management, and documentation and process updates that are important components of a SupportPoint implementation.

Stellar CIO on implementing SupportPoint (pt 2)
The CIO of Stellar - a leading global provider of call centre and business process outsourcing solutions – describes SupportPoint’s IT installation requirements as well as content planning and development at the beginning of an implementation project.

Stellar CIO on managing agent compliance with SupportPoint
The CIO of Stellar - a leading global provider of call centre and business process outsourcing solutions – examines how SupportPoint can be used to ensure the compliance of agents with a revised or new policy.

Stellar CIO on the operational benefits of SupportPoint
The CIO of Stellar - a leading global provider of call centre and business process outsourcing solutions – details the benefits of skill-based access, a single information source, easier multi-skilling, improved information quality and document reporting provided by SupportPoint.

Stellar CIO on SupportPoint and outsourcing
The CIO of Stellar - a leading global provider of call centre and business process outsourcing solutions – discusses how SupportPoint enhances the outsourcing process especially in multi-site implementations.

Stellar CIO on reducing training with SupportPoint
The CIO of Stellar - a leading global provider of call centre and business process outsourcing solutions – explores how SupportPoint changes the agent training process leading to greater cross-skilling and an increase in soft skills resulting in better customer service.

Stellar CIO on improving customer service with SupportPoint
The CIO of Stellar - a leading global provider of call centre and business process outsourcing solutions – describes how SupportPoint enables agents to be more customer service focused by reducing the need to memorize process details.

Global banking executive on the business benefits of SupportPoint
Head of Fraud Operations at NAB discusses the benefits provided by SupportPoint including increased employee engagement, improved productivity, decreased non-lending losses, greater multi-skilling, reduced time to proficiency and enhanced risk management.

Six Sigma black belt on the business benefits of SupportPoint
Peter MacDonald, Six Sigma Black Belt and leading process improvement guru details the millions of dollars and greater customer satisfaction scores resulting from the business process improvement program.

Global banking executive on results of SupportPoint
Grant Baxter, Head of Fraud Operations at NAB provides figures on the tangible impact of SupportPoint on time to proficiency, throughput and non-lending losses at NAB.

Global banking executive on the business benefits of SupportPoint
Grant Baxter, Head of Fraud Operations at NAB discusses how SupportPoint provides his business with a competitive advantage over other business units leading to business growth and a reputation for process excellence.

Six Sigma black belt on four essential principles of process improvements
Peter MacDonald, Six Sigma Black Belt and leading process improvement guru details how to “kill the competitors” by focusing on customers, using facts and data to make decisions, reducing variation, and treating all activities as processes.

Global banking executive on becoming the Toyota of financial services
Peter MacDonald, Six Sigma Black Belt and leading process improvement guru explains the opportunity for a bank to become “that far ahead of competitors that they never catch up!"