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	<title>VoiceSage Blog</title>
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	<link>http://blog.voicesage.com</link>
	<description>VoiceSage thoughts and opinions</description>
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		<title>Some Brain Food on Technology &amp; Society</title>
		<link>http://blog.voicesage.com/2012/03/15/some-brain-food-on-technology-society/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=some-brain-food-on-technology-society</link>
		<comments>http://blog.voicesage.com/2012/03/15/some-brain-food-on-technology-society/#comments</comments>
		<pubDate>Thu, 15 Mar 2012 11:00:23 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[Business Processes]]></category>
		<category><![CDATA[VoiceSage]]></category>
		<category><![CDATA[innovation]]></category>
		<category><![CDATA[service thinking]]></category>
		<category><![CDATA[systems thinking]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=938</guid>
		<description><![CDATA[Sometimes we need to take a longer view on how technology and society evolve. Hopefully this video from JP Rangaswami will stimulate some new  thinking for you too. For me this shows some of the wider potential impacts of collaboration &#8230; <a href="http://blog.voicesage.com/2012/03/15/some-brain-food-on-technology-society/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2012/03/15/some-brain-food-on-technology-society/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
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		<title>Lean 5 &#8211; Design Process Enablement Based on Demand Functions</title>
		<link>http://blog.voicesage.com/2012/03/10/lean-5-design-process-enablement-based-on-demand-functions/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=lean-5-design-process-enablement-based-on-demand-functions</link>
		<comments>http://blog.voicesage.com/2012/03/10/lean-5-design-process-enablement-based-on-demand-functions/#comments</comments>
		<pubDate>Sat, 10 Mar 2012 16:18:02 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[Customer Interaction Management]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[IVM]]></category>
		<category><![CDATA[Messaging]]></category>
		<category><![CDATA[VoiceSage]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=928</guid>
		<description><![CDATA[5. Design for Demand &#8211; Don’t standardize for the sake of it &#8211;  Pick the appropriate level of &#8220;Requisite Variety&#8221;. Customers want to &#8220;pull value&#8221; from your service. They are looking to &#8220;get something done&#8221;. But how much of an &#8230; <a href="http://blog.voicesage.com/2012/03/10/lean-5-design-process-enablement-based-on-demand-functions/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2012/03/10/lean-5-design-process-enablement-based-on-demand-functions/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
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		<title>Lean 4 &#8211; Change is Emergent Not Planned, But Plan for Emergence</title>
		<link>http://blog.voicesage.com/2012/03/07/lean-4-change-is-emergent-not-planned-but-plan-for-emergence/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=lean-4-change-is-emergent-not-planned-but-plan-for-emergence</link>
		<comments>http://blog.voicesage.com/2012/03/07/lean-4-change-is-emergent-not-planned-but-plan-for-emergence/#comments</comments>
		<pubDate>Wed, 07 Mar 2012 21:07:35 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[CEBP]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[VoiceSage]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=923</guid>
		<description><![CDATA[4. Change is Emergent, Not Planned: but you should plan for emergence. &#160; In the move towards Cloud Communications initial attention will be drawn to total cost differences from On Premises. Cloud costs in relation to storage, hosting of data, &#8230; <a href="http://blog.voicesage.com/2012/03/07/lean-4-change-is-emergent-not-planned-but-plan-for-emergence/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2012/03/07/lean-4-change-is-emergent-not-planned-but-plan-for-emergence/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
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		<title>Lean Service &#8211; Part 3 &#8211; Practitioner, Measure Thyself&#8230;</title>
		<link>http://blog.voicesage.com/2012/02/12/lean-service-part-3-practitioner-measure-thyself/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=lean-service-part-3-practitioner-measure-thyself</link>
		<comments>http://blog.voicesage.com/2012/02/12/lean-service-part-3-practitioner-measure-thyself/#comments</comments>
		<pubDate>Sun, 12 Feb 2012 21:33:31 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Net Promoter Score]]></category>
		<category><![CDATA[VoiceSage]]></category>
		<category><![CDATA[Measuring Customer Satisfaction]]></category>
		<category><![CDATA[NPS]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=917</guid>
		<description><![CDATA[Looking at some of the principles of Lean Thinking to see what we might be able to apply to the customer service environment has led me down some fruitful paths. Today, I was at the supermarket and was faced with &#8230; <a href="http://blog.voicesage.com/2012/02/12/lean-service-part-3-practitioner-measure-thyself/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2012/02/12/lean-service-part-3-practitioner-measure-thyself/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
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		<title>Lean Principles 2: Variation In The System</title>
		<link>http://blog.voicesage.com/2012/02/07/lean-principles-2-variation-in-the-system/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=lean-principles-2-variation-in-the-system</link>
		<comments>http://blog.voicesage.com/2012/02/07/lean-principles-2-variation-in-the-system/#comments</comments>
		<pubDate>Tue, 07 Feb 2012 16:18:42 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[Business Processes]]></category>
		<category><![CDATA[CEBP]]></category>
		<category><![CDATA[Social Enterprise]]></category>
		<category><![CDATA[VoiceSage]]></category>
		<category><![CDATA[Customer Interaction Management]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[lean service]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=908</guid>
		<description><![CDATA[Continuing Thoughts on Lean Service Principles. Part 1 is Here. 2. Variation is in the system, not the people -  so watch the incentives.  When we are looking at why some people or parts of the business just don&#8217;t seem &#8230; <a href="http://blog.voicesage.com/2012/02/07/lean-principles-2-variation-in-the-system/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2012/02/07/lean-principles-2-variation-in-the-system/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
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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>
		<wfw:commentRss>http://blog.voicesage.com/2012/01/29/lean-service-principles-costs-in-flow/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>A Look At Interactive SMS Messaging</title>
		<link>http://blog.voicesage.com/2012/01/18/interactive-sms-messaging/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=interactive-sms-messaging</link>
		<comments>http://blog.voicesage.com/2012/01/18/interactive-sms-messaging/#comments</comments>
		<pubDate>Wed, 18 Jan 2012 10:00:56 +0000</pubDate>
		<dc:creator>Michelle Murray</dc:creator>
				<category><![CDATA[Customer Interaction Management]]></category>
		<category><![CDATA[Messaging]]></category>
		<category><![CDATA[customer lifecycle]]></category>
		<category><![CDATA[interactive sms]]></category>
		<category><![CDATA[irish text]]></category>
		<category><![CDATA[sms marketing]]></category>
		<category><![CDATA[sms message]]></category>
		<category><![CDATA[sms revenue]]></category>
		<category><![CDATA[text marketing]]></category>
		<category><![CDATA[text message]]></category>
		<category><![CDATA[uk text]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=846</guid>
		<description><![CDATA[Marketing direct to consumers&#8217; phones has long been viewed as a Pot of Gold for businesses. Both large and small companies can now have an instant connection with their customers, offering them the right message at the right time increases &#8230; <a href="http://blog.voicesage.com/2012/01/18/interactive-sms-messaging/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2012/01/18/interactive-sms-messaging/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Lean Service: Hospital Appointments</title>
		<link>http://blog.voicesage.com/2011/12/15/lean-service-healthcare/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=lean-service-healthcare</link>
		<comments>http://blog.voicesage.com/2011/12/15/lean-service-healthcare/#comments</comments>
		<pubDate>Thu, 15 Dec 2011 17:16:42 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Healthcare]]></category>
		<category><![CDATA[VoiceSage]]></category>
		<category><![CDATA[did not attends]]></category>
		<category><![CDATA[healthcare]]></category>
		<category><![CDATA[lean service]]></category>
		<category><![CDATA[missed appointment reduction]]></category>
		<category><![CDATA[missed appointments]]></category>
		<category><![CDATA[nhs]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=838</guid>
		<description><![CDATA[In yesterdays blog post (part one of this topic) we took a brief look at the role of failure demand in driving inbound calls. These calls are zero value-add even if you handle them very well. A great example of failure &#8230; <a href="http://blog.voicesage.com/2011/12/15/lean-service-healthcare/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2011/12/15/lean-service-healthcare/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
		</item>
		<item>
		<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>Communications Enabled Business Transformation (CEBT) &amp; CEBP: Some Thoughts</title>
		<link>http://blog.voicesage.com/2011/06/30/communications-enabled-business-transformation-cebt-cebp-some-thoughts/?utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=communications-enabled-business-transformation-cebt-cebp-some-thoughts</link>
		<comments>http://blog.voicesage.com/2011/06/30/communications-enabled-business-transformation-cebt-cebp-some-thoughts/#comments</comments>
		<pubDate>Thu, 30 Jun 2011 11:44:07 +0000</pubDate>
		<dc:creator>paulsweeney</dc:creator>
				<category><![CDATA[CEBP]]></category>

		<guid isPermaLink="false">http://blog.voicesage.com/?p=789</guid>
		<description><![CDATA[(Again, these are my own thoughts and reflections and do not necessarily reflect those of the company I work for). &#8220;All the new thinking is about loss. In this, it resembles all the old thinking&#8221; (Robert Hass). Cisco came out &#8230; <a href="http://blog.voicesage.com/2011/06/30/communications-enabled-business-transformation-cebt-cebp-some-thoughts/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://blog.voicesage.com/2011/06/30/communications-enabled-business-transformation-cebt-cebp-some-thoughts/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
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