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Main Menu
  • Home
  • Solutions

      Solutions

      Switchboard
      Contact Center
      Clinics
      Speech Attendant
      Log in
      Request a Demo

      Featured Solution

      Unlocking the Key to Health Equity in the Revenue Cycle

      In Revenue Cycle, people and technology are our greatest assets to eliminate health disparity and achieve health equity.

  • Industries
      Healthcare
      Enterprise
      Higher Education
      Log in
      Request a Demo

      Featured Customer Story

      Hendrick Health Improves Patient Experience

      Duane Donaway, Director of Technology at Hendrick Health, discusses the benefits of Parlance.

  • Resources
      Blog
      Media
      Publications
      Log in
      Request a Demo

      Featured Blog

      Put a Kaizen Lens on the Process of Answering the Phone in a Large Health System

      Learn how to reduce wasted labor and patient frustration as you transform your health system's voice channel.

  • About Us
      About Us
      Our Team
      Customer Stories
      Open Jobs
      Contact Us
      Log in
      Request a Demo

      Featured Team Member

      Joseph Maxwell, CEO

      We’re dedicated to helping you raise customer satisfaction. Designing, implementing, managing, and optimizing the most caller-friendly experience possible is our primary focus. It’s all we do, and no one does it better.

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 these dynamics in the context of call management in the healthcare contact center, demonstrating specific ways today’s advanced caller self-service solutions are meeting Lean objectives.

The paper outlines many of the growing challenges faced by healthcare contact centers in meeting ever increasing healthcare needs and growing call volumes. It demonstrates how the fundamental principles of Lean can be easily implemented through better caller self-service, allowing these contact centers to do more with less, while delivering greater value to end-users.

Lean Manufacturing can trace its’ roots back to Kiichiro Toyoda—founder of the Toyota Motor Corporation. The methodology has been applied in nearly every industry since its proliferation in the 1980’s, allowing countless organizations to deliver greater value using fewer resources.

Focusing on the core Lean principles of Muda (waste), Kaizan (improvement), Kanban (control/queue), and Takt Time (intervals), Parlance’s new study outlines how healthcare contact centers can deliver the right service to the right caller at the right time — all at a lower cost. The study also contains a brief history of Lean Manufacturing, and illustrates key examples of Lean in action.

Get the whitepaper

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