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...

Switchboard Consolidation in Higher Education

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. Higher...

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. Customers have greater choices and voices than ever before, making CX missteps particularly...

White Paper: Taming Contact Center Workload

New study examines the causes and repercussions of excess workload in the contact center, and offers advice on how to reduce the burden for callers, agents, managers, and IT resources. Parlance presents a new white paper that examines the different types of workload...

White Paper: Lean Call Management

Can Lean Practices Transform 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,...

When Your Contact Center Takes Switchboard Calls – Callers Suffer

Callers often dial the first number for an organization they come across — regardless of the services that number is meant to provide. Parlance’s customer data has shown that as much as 30% of contact center call load consists of routine, general...