The High Cost of Inadequate Call Navigation in Healthcare

Today, the digital front door is the first touchpoint that connects patients to a health system.

Can AI Understand “Park the Car in Harvard Yard”?

As a Bostonian, I often hear people trying to imitate our native accent with the phrase, “Pahk tha cah in Hahvahd Yahd.” In fact, speaking with this lack of “r” sound is the mark of a true Bostonian. Comparatively, in a place like Dallas, their “r” sounds are emphasized much more – they might say it… Continue reading Can AI Understand “Park the Car in Harvard Yard”?

Improve Contact Center Operations – A Quick Win

Complaints and staffing challenges can put an unfavorable spotlight on contact center operations. As a leader, you will feel pressure to act quickly to improve the situation. But realistically, organizational transformation will require time for analysis, planning and implementation. You will be defining new business processes and deploying better systems and integrations to support those… Continue reading Improve Contact Center Operations – A Quick Win

IVA Technology Frees Up Valuable Time For Human Agents To Focus On Complex Customer Concerns

One of the biggest challenges for a growing healthcare organization is providing highly satisfying patient and caregiver experiences. This is no small feat. Spikes in call volumes overwhelm the contact center. When agents and operators can’t keep up with the increasing number of calls, healthcare consumers become frustrated, get a poor impression of the health… Continue reading IVA Technology Frees Up Valuable Time For Human Agents To Focus On Complex Customer Concerns

Speech-enabled call routing allows people who know what they want, to get it quickly

We’ve all been there — listening to elevator music on hold while we’re trying to make a doctor’s appointment or get help… Sometimes we get irritated and hit zero or shout “operator!!” until we connect. Sometimes we get so frustrated that we just hang up! Luckily, speech-enabled call routing in healthcare quickly connects patients who… Continue reading Speech-enabled call routing allows people who know what they want, to get it quickly

The High Price of Old Technology Solutions for Answering the Phone in Healthcare

The High Price of Old Technology Solutions for Answering the Phone in Healthcare With 25 years of experience perfecting speech-enabled technologies, Parlance has solved a lot of problems and learned a lot of lessons. Each new lesson represents a piece of knowledge we can add to our business model. For instance, we’ve learned that sudden… Continue reading The High Price of Old Technology Solutions for Answering the Phone in Healthcare

Caller Experience IS Patient Experience

by Parlance Team In healthcare, over 70% of inbound patients still call on the phone. The quality and speed of the phone experience is a critically important factor in overall patient satisfaction. Many healthcare organizations, however, fail to take advantage of simple call navigation improvement opportunities that elevate caller interactions and boost overall patient experience. Organizations… Continue reading Caller Experience IS Patient Experience