Tag: muda

Outbound telesales is a process full of waste, poor design and variation that is ripe for the application of improvement tools. Not only can process quality be improved, but also revenue can be increased. Part One of this two-part article addresses the types of waste that may exist in an outbound telesales operation and how […]

Outbound telesales is a process full of waste, poor design and variation that is ripe for the application of improvement tools. Not only can process quality be improved, but also revenue can be increased. Part One of this two-part article addresses the types of waste that may exist in an outbound telesales operation and how to […]

With increasing competition, expanding globalization and demanding customers, the playing field in the service Lean call center (SCC) industry has changed rapidly, as phone banks have evolved into multichannel contact centers. Many organizations have realized that the key for survival is efficiency and effectiveness, with a focus on productivity and customer experience. Lean techniques, which focus […]