Author Archives: Russ Sacks

About Russ Sacks

Russ is the current Managing Director of Exceptional Outcomes. He has over twenty years of experience in the areas of operations research, process excellence and software development. Russ has worked with organizations such as United Technologies, Allied Signal, GM and NASA in implementing computer aided optimization and continuous improvement methods. Russ is a certified Lean Six Sigma Master Black Belt, and has worked in the area of process excellence in both the healthcare and information technology industries. Russ holds a Bachelor of Science in Civil Engineering from Union College, a Master of Science in Management from University of Maryland University College and a Master of Science in Civil Engineering from the University of Vermont.

Remember Folks, “The Best Time To Call” Doesn’t Mean “The Only Good Time To Call”

Inside sales isn’t easy. It’s an exercise in repetitive unsuccessful contacts and frustrating rejections. With that said, you would think that if a potential customer was to say “I’m interested in buying from you, but can you call me tonight … Continue reading

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Better Than an Automated Direct Message – Tweet Your Way to More Website Traffic and a Better Conversion Rate

In our last blog post I wrote about a study we did that looked into the efficacy of using an automated Twitter direct message to draw new followers to a website. Our study showed that the use of such a … Continue reading

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Does a Twitter Auto Response Direct Message provide any Business Value?

Exceptional Outcomes provides business services to many different industries, including those that use email lists as part of their business model. One of the best tools a company has to build their email lists is Twitter. When used right, it … Continue reading

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Think Like a Black Belt, Act Like a Ninja. Part III – Backwards is the New Forwards

My first job out of graduate school was working for an environmental engineering company located in Lester, Pennsylvania.  Lester is south of Philadelphia and is the home of that city’s airport.  Although Lester doesn’t provide much to write home about, … Continue reading

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Think Like a Black Belt, Act Like a Ninja. Part II – The Mind Trick

A few years ago we worked on a project for a company that operated a group of call centers. The company was paid based on the number of folks they could reach on the phone and enroll into a program, … Continue reading

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Think like a Black Belt, Act like a Ninja. Part I – Talk Without Speaking

Think outside of the Lean Six Sigma vernacular for a moment and name some of the connotations of the term “Black Belt”. I think of the screaming of words that for all I know could be gibberish. I think of … Continue reading

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Optimizing Your Agents’ Breaking Schedules – A No Cost Way to Improve your Outbound Center’s Productivity.

We have received some great feedback on our free, online predictive dialer. For those of you that haven’t looked at it yet, you can find in on our website at http://www.exceptional-outcomes.com/dialer.html.  As I discussed in my last blog post, we … Continue reading

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Introducing our Free Online Predictive Dialer Simulator

Exceptional Outcomes has been providing its clients predictive dialer simulators for a number of years now and is pleased to make available a free, online generic version available to everyone. It was designed to allow call center managers who are thinking … Continue reading

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Zero To Success in 60 Days of Less: How to Build a Successful Lean Six Sigma Program From the Ground Up (Part IV – Moving up to the Big Table)

I am guessing that for those of you who have put a Point Kaizen initiative into play that some really good opportunities for improvement have been brought to light and put into operation. I am also hoping that through your … Continue reading

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Zero to Success in 60 Days or Less: How to Build a Successful Lean Six Sigma Program From the Ground Up (Part III – The Point Kaizen)

In my last blog entry I discussed how directed problem solving under the right conditions can be the catalyst for reviving a LSS program that has been hindered by execution problems. I have found that the Point Kaizen method is … Continue reading

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