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 Healthcare customer service satisfaction lags behind almost every other industry, and the COVID19 pandemic highlighted an immediate need for transformation. Healthcare customer service satisfaction lags behind
5 min Building software is like solving a puzzle! When a problem stands before me, I use my creativity and problem-solving ability to come up with a
4 min Parlance removes communication barriers between patients and the care they need, when they need it. In this digital age, many of us take for granted
3 min Complaints and staffing challenges can put an unfavorable spotlight on contact center operations. As a leader, you will feel pressure to act quickly to improve
3 min The experiences of healthcare consumers, switchboard operators, and patient access center agents are dependent on each other. In order to improve the consumer experience, staff
4 min One of the greatest challenges faced by clinics and physician groups is an overabundance of administrative work. Office staff are often overwhelmed by tasks such
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Phone: 888-700-6263
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CONNECT WITH US
Phone: 888-700-6263
Support: [email protected]
Sales: [email protected]