Caller Experience IS Patient Experience

In healthcare, 87% of inbound patient interactions occur via telephone, making phone calls a critically important factor in overall patient experience. Meanwhile, many healthcare organizations fail to take advantage of simple call management improvement opportunities that can elevate caller interactions and boost the overall patient experience.

By |2020-08-03T16:13:28+00:00October 25th, 2018|Articles, Blog|0 Comments

Hometown Health Transforms the Caller 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. Hold times and call abandonment were hitting all time highs as the contact center struggled to keep up with rising call loads in the face of ongoing company growth.

By |2020-08-03T16:13:49+00:00September 26th, 2018|Articles, Blog|0 Comments

New Call Management ROI Calculator

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? Parlance has recently developed a new Call Management ROI Calculator that allows you to see the potential ROI Parlance solutions hold in store for your organization.

By |2020-08-03T16:10:09+00:00February 26th, 2018|Articles, 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 |2020-08-03T16:19:26+00:00February 20th, 2017|Articles, Blog, White Papers|0 Comments