Articles

Disconnected Departments Impact Callers

The latest article in the “Parlance Perspective” series explores the challenge of disconnected departments in detail — from the causes and implications, to actionable recommendations that can help alleviate the problem. 

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When Your Contact Center Takes Switchboard Calls, Callers Suffer
Callers often dial the first number for an organization they come across — regardless of the services that number is meant to provide. Learn why routine switchboard calls are a major concern in the contact center, how they impact callers, and what you can do to stop them.

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The Search Is On For a Better Caller Experience

Online search records reveal trends about what U.S. businesses are looking for in a call handling solution, and how they’re using their call centers to enhance the customer experience. Want to find out what others are searching for? We do.

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The Caller Experience - Gateway to Customer Satisfaction

An exceptional caller experience helps keep your customers satisfied and your organization competitive. But what does the caller experience really mean? As we’ll see, it means a lot.

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Never Change: Six reasons to keep handling calls the same way (and even better reasons to change now)

If you’re relying on a traditional IVR or auto attendant solution to handle your hospital’s calls, there’s something you need to know. Right now callers are stuck in the netherworld of menu options, not getting the help they want, need, and deserve. Right now, a caller is having trouble finding a relative who is a patient at your hospital, or a specialist they need to see. Right now, customer satisfaction is dropping, one frustrating call at a time. When is the right time to upgrade your call handling and solve this often hidden problem?

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