Meet us at Upcoming Healthcare Events | Details

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.

Log In
Request a Demo
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.

Category Tags

  • agent experience
  • business optimization
  • call routing
  • IVA
  • IVR
  • managed service
  • patient experience
  • security
  • speech attendant
  • switchboard
  • technology
  • Videos
Picture of Parlance Team
  • Picture of Parlance Team Parlance Team
2 min

Published on

  • 08 Feb 2017
Share via

Lean Part 1: Waste and the Customer Experience

Waste Reduction and Enterprise Call Management

This waste, in terms of lean management practices, is referred to as “muda”. It’s the amount of time and other valuable resources that are spent in a way that prevents us from optimizing the customer’s care (Bruce Golden, PhD, 2010). But where is the most obvious intersection of waste and the customer experience? The voice channel of course!
How does your enterprise manage customer calls? Are they queued for a centralized contact center agent or operator? Do they encounter frustrating and slow phone trees during their journey?
Your call management processes could be wasting time and resources. Are your contact center agents spending time on transfers and agent-to-agent handoffs or managing routine general information call? Is the receptionist in your field office trying to juggle calls, walk up visitors, and other office duties? Many of these practices are wasteful in a number of different ways. Not only do they create inefficiency and unnecessary expenses, but they negatively impact the customer experience and keep customers from receiving the assistance they need in a timely fashion.
Finally, a messy voice channel wastes the opportunity to make a positive impression. Rather than a smooth, uninterrupted path to their destination, customers are bounced around and frustrated by a messy mix of different call handling methods and disorganized IVRs.

Check out our white paper for more on Lean practices for call management:

White Paper: Can Lean Practices Transform Call Management?

Yes they can! Learn how Lean Manufacturing principles can be applied in the contact center to improve service, create efficiency, and reduce costs.

Get the white paper

Parlance Corporation
400 West Cummings Park, Suite 2000
Woburn, MA 01801

CONNECT WITH US

Linkedin-in

Phone: 888-700-6263

Support: [email protected]

SOLUTIONS

  • Switchboard
  • Contact Center
  • Clinics
  • Speech Attendant

INDUSTRIES

  • Healthcare
  • Higher Education
  • Enterprise

RESOURCES

  • Blogs
  • Media
  • Publications

ABOUT US

  • Why Parlance
  • Meet the Team
  • Careers

CONNECT WITH US

Linkedin-in

Phone: 888-700-6263

Support: [email protected]

Excellence Award 2022
HIPAA Vanta image

© Copyright 2025 Parlance

Privacy Policy
Security Policy