3 min Much of the discussion around contact center workload revolves around agents. In-call workload. Post-call workload. Maintenance workload. Training workload. Etc.,
< 1 min The Unsung Heroes of Healthcare Not many customer service professionals can say that their duties can literally be a matter
3 min The final concept in Parlance’s exploration of Lean practices for call management concerns timing and intervals. “Takt Time” is traditionally
2 min The 3rd Lean manufacturing concept you can apply to call management is “Kanban”, which translates to “Control.” Kanban concerns the
2 min Can Lean Practices Transform Call Management? New study demonstrates how a proven, 60-year-old manufacturing methodology can boost customer satisfaction and
2 min After identifying wasted time, resources, and opportunities in the voice channel, it’s time to put that analysis to good use.
3 min Parlance Relieves Operator Burden and Reduces Caller Wait Time Boston, MA – April 2020 As health systems across the nation struggle to respond to the
2 min by Parlance Team In healthcare, over 70% of inbound patients still call on the phone. The quality and speed of the phone experience is a critically
2 min Hometown Health, the largest not-for-profit insurance company in Nevada, faced some significant challenges in servicing calls coming into their customer care center. Hold times and
2 min A California healthcare facility recently made changes to the way they manage calls coming in to their orthopedics clinics and scheduling line. Their improvements to
3 min A major challenge faced by modern healthcare contact centers revolves around managing misplaced calls. For instance, callers might end up at a scheduling center with
2 min Interactive voice response (IVR) is a useful tool to help navigate callers to the correct destination in a large organization. However, many phone trees become
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Phone: 888-700-6263
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