As we move from pandemic triage to business recovery at Parlance, we are taking stock of how to incorporate lessons we’ve learned into our business model.[…]

Callers want friction-free, speech-driven access. They are using their voice with Siri for directions, Google to create their shopping list, and Alexa to find the weather.[…]

As health systems across the nation struggle to respond to the coronavirus crisis, they’re changing the way they do business, adopting new tools and […]

In healthcare, 87% of inbound patient interactions occur via telephone, making phone calls a critically important factor in overall patient experience.[…]

Hometown Health, the largest not-for-profit insurance company in Nevada, faced some significant challenges in servicing calls coming into their customer care center.[…]

A California healthcare facility recently made changes to the way they manage calls coming in to their orthopedics clinics and scheduling line. […]

One contact center challenge concerns the management of incoming calls that are intended for alternate service lines or destinations.[…]

IVRs can be a useful tool to help guide callers to the correct destination in a business. They can also become so unwieldy and “bloated” that they instead degrade the caller experience and customer satisfaction.[…]

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 holds in store for your organization? […]

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 that helps control costs while ensuring excellent caller experiences. […]