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.
< 1 min Ever wondered whether automated solutions can truly deliver call management ROI? Are you curious about what types of savings the latest in voice-enabled call routing
2 min Call management requirements in higher education are evolving rapidly. Switchboard/directory services calls have fallen considerably over the last decade, necessitating a new strategy – one
5 min Customer Experience continues to influence everything from market presence and brand reputation, to customer loyalty and sales revenue. It’s never been more important. Customers have
3 min Our new blog series highlights “4 Reasons to Use Speech Self-Service in Your Help Desk”. The final volume examines ways to identify hidden improvement areas
3 min Our new blog series highlights “4 Reasons to Use Speech Self-Service in Your Help Desk”. The third volume examines ways to leverage call deflection and
4 min Our new blog series highlights “4 Reasons to Use Speech Self-Service in Your Help Desk”. The second volume examines calls that go to the wrong
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CONNECT WITH US
Phone: 888-700-6263
Support: [email protected]
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