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...

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 adaptive speech automation 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...

Help Desk Help vol. 4 – ID Hidden Improvement

                  Our new blog series highlights “4 Reasons to Use Speech Self-Service in Your Help Desk”. The final volume examines ways to identify hidden improvement areas in the Help Desk that can improve caller experiences and reduce workload. 4...