Let’s start with this 30 second video that will explain the context behind the title of the post before we start talking about the details of it. Offshoring Vs. on-shoring customer service has been a decade long debate (if not longer) and there are very strong opinions on the both the camps (i.e. offshore and onshore)…
Tag: cost reduction call center
Is your contact center in the “Worm Pit”? It’s time to get it out!
For those lean sigma practitioners out there, the 7 types of wastes (‘Muda’ in Japanese) as defined in the lean principles might not be a new concept (8 including the ‘intellectual’ waste). However, for the larger audience, lets take a quick look at the 8 types of wastes before we talk about how this can…
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