New study demonstrates how a proven, 60-year-old manufacturing methodology can boost customer satisfaction and bring new efficiency to healthcare contact centers. Reducing waste, improving services, controlling capacity, and understanding the timing needed to meet customer demand are all hallmarks of Lean Manufacturing.
Lean management for caller self-service – “Kaizan” (Improvement) – does just that. Implementing changes to the system or steps in contact center processes to generate more value with less waste. In traditional implementation of “Kaizan”, each improvement needs to be considered and analyzed before applying the next.
The customer experience is central to business operations, but day to day operations can get in the way of providing optimal experiences. You can’t afford to waste a single customer interaction. This “waste”, in terms of lean management practices, is referred to as “muda”.