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After identifying wasted time, resources, and opportunities in the voice channel, it’s time to put that analysis to good use. The next step in 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… Continue reading Lean Part 2: Improving Call Management

Waste Reduction and Enterprise Call Management 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”. It’s the amount of time… Continue reading Lean Part 1: Waste and the Customer Experience