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,...

Lean Part 2: Improving Call Management

After identifying wasted time, resources, and opportunities in the voice channel, it’s time to put that analysis to good use. The next step in Lean management for caller self-service – “Kaizan” (Improvement) – does just that. Implementing changes to the system or...

Lean Part 1: Waste and the Customer Experience

Waste Reduction and Enterprise Call Management The customer experience is central to business operations, but day to day operations can get in the way of providing optimal experiences. You can’t afford to waste a single customer interaction. This “waste”, in terms of...