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...

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. While its all well and good to discuss and assess agent workload for the benefit of improving...

Healthcare Switchboard Operators

The Unsung Heroes of Healthcare 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...

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”. It is the time between the start of...

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. Basically, having what you need...

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,...