At the Top of the Class
Parlance solutions reduce costs in higher education.
Seasonal call volume fluctuations, changing caller requirements, and other influences present a vexing call management challenge for higher education. Parlance helps leading colleges and universities meet caller expectations, easily accommodate call load spikes, and consolidate the operator services function. Deliver better experiences, reduce the cost of call handling, and enjoy a connected and responsive voice network across all campuses.
Texas A&M University
Texas A&M University is the oldest higher education institution in the state of Texas. It ranks as the fourth largest university in the United States with enrollment of nearly 50,000 students occupying a 5,200 acre campus. The university’s strategic initiative to outsource many campus operations necessitated that the school find a vendor to handle their operator services. More specifically, Texas A&M sought a solution that could reduce operator workload and streamline the management of operator services.
Learn how Parlance speech self-service solutions helped Texas A&M eliminate the operator services function, consolidate call handling at the Help Desk, and automate more than 50% of Inbound calls.
Colgate University, a nationally renowned liberal arts college founded in 1819 in central New York, was experiencing difficulties in managing their switchboard call traffic. The school’s Campus Safety
staff was tasked with responsibility for call handling on a 24/7 basis, and rising call loads were becoming increasingly difficult to balance with the many other duties assigned to the department.
Learn how Parlance speech self-service solutions reduced call volume to security officers by more than 65% and eased the departmental call management burden.
Can Lean Practices Transform Call Management?
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 call 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 call centers in meeting ever increasing caller 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.
State of the Caller Experience - 2017
Parlance and Tern Systems Consulting present a new study that examines how inbound calls are handled by large organizations in the U.S. This comprehensive paper discusses the various approaches to handling incoming calls, looks at the mix of technologies used across major market segments, and discusses these trends, the future of call handling, and steps your organization can take today to assess the experience delivered to callers.
Are You Empowering Your Operators?
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 tasks and responsibilities assigned to switchboard personnel, and offers an in-depth examination of the many call handling and non-call handling duties that make the position so challenging yet vital.