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...

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,...

White Paper: The Caller Experience

Alarming Practices and Outdated Technology Create a Customer Satisfaction Challenge First major study of call handling at large businesses uncovers a major blind spot – and a powerful new opportunity to raise customer satisfaction.     Parlance and Tern...