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So far parlcorpdev has created 22 blog entries.

A New Take on Contact Center Workload

Much of the discussion around contact center workload revolves around agents. In-call workload. Post-call workload. Maintenance workload. Training workload. Etc., etc. While its all well and good to discuss and assess agent workload for the benefit of improving contact center services, you’re missing the bigger (and more important) picture. How’s the caller’s workload?

By |2020-12-13T21:31:20+00:00June 28th, 2017|Blog|0 Comments

Lean Part 4: Takt Time

The final concept in Parlance’s exploration of Lean practices for call management concerns timing and intervals. “Takt Time” is traditionally defined as a “measurement of production intervals required to meet customer demand”. It is the time between the start of production of one unit and the start of production of the next unit – when these production starts are set to match customer demand.

By |2020-12-14T01:17:23+00:00February 28th, 2017|Blog|0 Comments

White Paper: Lean Call Management

New study demonstrates how a proven, 60-year-old manufacturing methodology can boost customer satisfaction and bring new efficiency to healthcare contact centers. Reducing waste, improving services, controlling capacity, and understanding the timing needed to meet customer demand are all hallmarks of Lean Manufacturing.

By |2020-12-13T21:50:33+00:00February 20th, 2017|Articles, Blog, White Papers|0 Comments