Customer Experience continues to influence everything from market presence and [...]

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.

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.

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.

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.

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?

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.

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.

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. Basically, having what you need – when you need it – to meet customers’ needs.

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.