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...

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...

Hospital Sees 7X Improvement in Key CX Metrics

A California healthcare facility recently made changes to the way they manage calls coming in to their orthopedics clinics and scheduling line. Their improvements to the caller experience were recently validated by the organization’s “Phone Secret...

Parlance Announces Partnership with Digital DataVoice (DDV)

Parlance is pleased to announce a new partnership with Digital DataVoice (DDV), an independent integrator of cloud and premise-based contact center solutions. Organizations looking to improve the caller experience can now turn to Parlance and DDV to deliver more...

Misplaced Calls and the Contact Center

One contact center challenge concerns the management of incoming calls that are intended for alternate service lines or destinations. Callers may dial into a scheduling center with a billing question, dial into a help desk trying to reach an employee, call the billing...

Is IVR Bloat Affecting Your Callers?

IVRs can be a useful tool to help guide callers to the correct destination in a business. They can also become so unwieldy and “bloated” that they instead degrade the caller experience and customer satisfaction. A successful IVR should reduce time and...