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	<title>VoiceSage Blog &#187; Customer Service</title>
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	<description>VoiceSage thoughts and opinions</description>
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		<title>Lean Service Principles: Costs In Flow</title>
		<link>http://blog.voicesage.com/2012/01/29/lean-service-principles-costs-in-flow/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=lean-service-principles-costs-in-flow</link>
		<comments>http://blog.voicesage.com/2012/01/29/lean-service-principles-costs-in-flow/#comments</comments>
		<pubDate>Sun, 29 Jan 2012 21:24:47 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[Business Processes]]></category>
		<category><![CDATA[CEBP]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[VoiceSage]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=870</guid>
		<description><![CDATA[Lean On Me Note: This is part 3 of our "Lean Service" topic, you can find part 1 here and part 2 here.  &#8221;The present style of management was a modern invention, a prison created by the way people interact&#8221; &#8230; <a href="http://blog.voicesage.com/2012/01/29/lean-service-principles-costs-in-flow/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Lean Service</title>
		<link>http://blog.voicesage.com/2011/12/14/lean-service/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=lean-service</link>
		<comments>http://blog.voicesage.com/2011/12/14/lean-service/#comments</comments>
		<pubDate>Wed, 14 Dec 2011 16:19:30 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[flows]]></category>
		<category><![CDATA[lean service]]></category>
		<category><![CDATA[processes]]></category>
		<category><![CDATA[start-ups]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=824</guid>
		<description><![CDATA[Have you ever doubled your investment in capacity only to find it eaten up by an unexpected increase in demand? Customer service and call center managers have this happen all the time. More equipment, more agents, more capacity don&#8217;t seem &#8230; <a href="http://blog.voicesage.com/2011/12/14/lean-service/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2011/12/14/lean-service/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Product Returns In Retail</title>
		<link>http://blog.voicesage.com/2011/05/25/product-returns-in-retail/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=product-returns-in-retail</link>
		<comments>http://blog.voicesage.com/2011/05/25/product-returns-in-retail/#comments</comments>
		<pubDate>Wed, 25 May 2011 14:31:16 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Deliveries & Logistics]]></category>
		<category><![CDATA[Online Retail]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=787</guid>
		<description><![CDATA[It doesn&#8217;t sound like a very interesting problem. Unless of course you are the person responsible for managing this process. What has tipped my interest in this subject is the association with the question of Deliveries and looking at all the elements &#8230; <a href="http://blog.voicesage.com/2011/05/25/product-returns-in-retail/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2011/05/25/product-returns-in-retail/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
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		<title>Update On Delivery</title>
		<link>http://blog.voicesage.com/2011/04/04/update-on-delivery/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=update-on-delivery</link>
		<comments>http://blog.voicesage.com/2011/04/04/update-on-delivery/#comments</comments>
		<pubDate>Mon, 04 Apr 2011 20:47:55 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[CEBP]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Deliveries & Logistics]]></category>
		<category><![CDATA[Online Retail]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=776</guid>
		<description><![CDATA[Following the last post on &#8220;The Delivery Problem&#8221; in Retail environments I was blessed with a number of comments and conversations, so I thought I&#8217;d do a quick update. (1) A Dell Executive alerted me to the fact that certain &#8230; <a href="http://blog.voicesage.com/2011/04/04/update-on-delivery/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2011/04/04/update-on-delivery/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
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		<title>From Time To Timing, From Stocks to Flows</title>
		<link>http://blog.voicesage.com/2011/03/16/from-time-to-timing-from-stocks-to-flows/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=from-time-to-timing-from-stocks-to-flows</link>
		<comments>http://blog.voicesage.com/2011/03/16/from-time-to-timing-from-stocks-to-flows/#comments</comments>
		<pubDate>Wed, 16 Mar 2011 15:45:10 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[CEBP]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Deliveries & Logistics]]></category>
		<category><![CDATA[Online Retail]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=769</guid>
		<description><![CDATA[Timing Is Everything I&#8217;ve been reading a number of reports lately on the &#8220;problem of waiting&#8221; and more specifically what it costs us. Before I go &#8220;all internet geek&#8221; on this let me say that there are some very real &#8230; <a href="http://blog.voicesage.com/2011/03/16/from-time-to-timing-from-stocks-to-flows/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2011/03/16/from-time-to-timing-from-stocks-to-flows/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
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		<title>Customers, Products, and Feedback Systems</title>
		<link>http://blog.voicesage.com/2011/02/19/customers-products-and-feedback-systems/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=customers-products-and-feedback-systems</link>
		<comments>http://blog.voicesage.com/2011/02/19/customers-products-and-feedback-systems/#comments</comments>
		<pubDate>Sat, 19 Feb 2011 19:26:44 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[CEBP]]></category>
		<category><![CDATA[Customer Feedback]]></category>
		<category><![CDATA[Customer Interaction Management]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[SCRM]]></category>
		<category><![CDATA[Social Enterprise]]></category>
		<category><![CDATA[Telco]]></category>
		<category><![CDATA[Bigdata]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=744</guid>
		<description><![CDATA[JP Rangaswami (@jobsworth) Former Chief Scientist at BT, and now Chief Scientist at Salesforce.com posted a link via twitter a few weeks back http://bit.ly/c6XaCZ . It was in relation to a little running, personal exercise management application called Runkeeper. You &#8230; <a href="http://blog.voicesage.com/2011/02/19/customers-products-and-feedback-systems/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2011/02/19/customers-products-and-feedback-systems/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
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		<item>
		<title>Car Hire to Care Delivery: How VoiceSage Could Overcome Customer Service Failure In Co-Ordination and Communication</title>
		<link>http://blog.voicesage.com/2010/07/01/car-hire-to-care-delivery/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=car-hire-to-care-delivery</link>
		<comments>http://blog.voicesage.com/2010/07/01/car-hire-to-care-delivery/#comments</comments>
		<pubDate>Thu, 01 Jul 2010 17:40:06 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[CEBP]]></category>
		<category><![CDATA[Customer Interaction Management]]></category>
		<category><![CDATA[Customer Service]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=723</guid>
		<description><![CDATA[Sometimes working in and around customer service environments gives you an opportunity to stand back from a situation and just see it from above, and most importantly, from &#8220;outside&#8221;. Seeing first hand how failures in notification, communication and co-ordination effectively &#8230; <a href="http://blog.voicesage.com/2010/07/01/car-hire-to-care-delivery/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2010/07/01/car-hire-to-care-delivery/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>What I Think I Learned About Ashcloud</title>
		<link>http://blog.voicesage.com/2010/05/26/what-i-think-i-learned-about-ashcloud/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=what-i-think-i-learned-about-ashcloud</link>
		<comments>http://blog.voicesage.com/2010/05/26/what-i-think-i-learned-about-ashcloud/#comments</comments>
		<pubDate>Wed, 26 May 2010 13:22:42 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[CEBP]]></category>
		<category><![CDATA[Customer Interaction Management]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[SCRM]]></category>
		<category><![CDATA[Social Enterprise]]></category>
		<category><![CDATA[ashcloud]]></category>
		<category><![CDATA[voicesage]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=707</guid>
		<description><![CDATA[What I Think I Learned About Ashcloud During the first day of the crises VoiceSage was up and running with pro-active notifications to stranded American Airline customers within four hours. This is from &#8220;no relationship&#8221; to full interaction with their &#8230; <a href="http://blog.voicesage.com/2010/05/26/what-i-think-i-learned-about-ashcloud/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2010/05/26/what-i-think-i-learned-about-ashcloud/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
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		<item>
		<title>The Check Out  and The Check In</title>
		<link>http://blog.voicesage.com/2009/12/14/the-check-out-and-the-check-in/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=the-check-out-and-the-check-in</link>
		<comments>http://blog.voicesage.com/2009/12/14/the-check-out-and-the-check-in/#comments</comments>
		<pubDate>Mon, 14 Dec 2009 14:58:57 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[Customer Interaction Management]]></category>
		<category><![CDATA[Customer Service]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=687</guid>
		<description><![CDATA[I was in a shop with a colleague recently and he picked up a bottle of wine and said &#8220;oh that&#8217;s a bit on the expensive side&#8217;, and put it back down on the shelf. I told him I didn&#8217;t &#8230; <a href="http://blog.voicesage.com/2009/12/14/the-check-out-and-the-check-in/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2009/12/14/the-check-out-and-the-check-in/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
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