The Blind Spot in Customer Experience
Customer Experience continues to influence everything from market presence and brand reputation, to customer loyalty and sales revenue. It’s never been more important. […]
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Help Desk Help vol. 4 – ID Hidden Improvement
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 in the Help Desk that can improve caller experiences and reduce workload. […]
Help Desk Help vol. 3 – First Call Resolution
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 skills-based routing to improve First Call Resolution rates. […]
Help Desk Help vol. 2 – Skills Based Routing
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 agent in the Help Desk − decreasing agent availability and increasing caller effort. […]
Help Desk Help vol. 1 – Call Deflection
Our new blog series highlights "4 Reasons to Use Speech Self-Service in Your Help Desk". The first volume looks at a simple yet common problem — when routine switchboard requests or general information inquiries come into the Help Desk. […]
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. […]
Healthcare Switchboard Operators
Not many customer service professionals can say that their duties can literally be a matter of life and death. Healthcare switchboard operators have not only one of the most important customer satisfaction positions in healthcare, but also one of the most complex. […]
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”. […]
Lean Part 3: Control over the Queue
The 3rd Lean manufacturing concept you can apply to call management is “Kanban”, which translates to “Control” or “Queue”. Kanban concerns the signals in place to order relevant supplies in response to real-time demand for end products. […]
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. […]
