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...

Help Desk Help vol. 3 – First Call Resolution

Our new blog series highlights “4 Reasons to Use Speech Self-Service in Your Help Desk”. The third volume examines ways to leverage call deflection and skills-based routing to improve First Call Resolution rates. 4 Reasons to Use Speech Self-Service in...

Help Desk Help vol. 2 – Skills Based Routing

Our new blog series highlights “4 Reasons to Use Speech Self-Service in Your Help Desk”. The second volume examines calls that go to the wrong agent in the Help Desk − decreasing agent availability and increasing caller effort. 4 Reasons to Use Speech...

Help Desk Help vol. 1 – Call Deflection

Our new blog series highlights “4 Reasons to Use Speech Self-Service in Your Help Desk”. The first volume looks at a simple yet common problem — when routine switchboard requests or general information inquiries come into the Help Desk. 4 Reasons to Use...

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...