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 treacherous. Customer Experience is defined as “The product of interactions between an organization and a customer over the duration of their relationship”… Continue reading The Blind Spot in Customer Experience

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 Reasons to Use Speech Self-Service in Your Help Desk The latest article in our “Parlance Perspective” series… Continue reading Help Desk Help vol. 4 – ID Hidden Improvement

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 Your Help Desk The latest article in our “Parlance Perspective” series looks at common Help… Continue reading Help Desk Help vol. 3 – First Call Resolution

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 Self-Service in Your Help Desk The latest article in our “Parlance Perspective”… Continue reading Help Desk Help vol. 2 – Skills Based Routing

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 Speech Self-Service in Your Help Desk The latest article in our “Parlance… Continue reading Help Desk Help vol. 1 – Call Deflection

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 contact center services, you’re missing the bigger (and more important) picture. How’s the caller’s workload? Like it… Continue reading A New Take on Contact Center Workload

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 also one of the most complex. Our new White Paper looks at the many different… Continue reading Healthcare Switchboard Operators

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 production of one unit and the start of production of the next unit – when… Continue reading Lean Part 4: Takt Time

Lean Part 3: Control over the Queue

The 3rd Lean manufacturing concept you can apply to call management is “Kanban”, which translates to “Control.” Kanban concerns the signals in place to order relevant supplies in response to real-time demand for end products. Basically, having what you need when you need it to meet customers’ needs. Probably more than any other Lean practice,… Continue reading Lean Part 3: Control over the Queue

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, and understanding the timing needed to meet customer demand are all hallmarks of Lean Manufacturing. A new white paper by Parlance places… Continue reading White Paper: Lean Call Management