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

Improve Operator and Agent Retention and Address Contact Center Workforce Shortages in HealthCare

The experiences of healthcare consumers, switchboard operators, and patient access center agents are dependent on each other. In order to improve the consumer experience, staff experience must be improved, and vice versa.  Switchboard and contact center staff are overwhelmed with frustrated callers. When patients and caregivers are upset because its too hard to navigate to… Continue reading Improve Operator and Agent Retention and Address Contact Center Workforce Shortages in HealthCare

Parlance is a Nuance SpeechAttendant® Replacement

Organizations across the US, Canada, and the UK are switching to Parlance to avoid increasing their switchboard operator head count. Parlance transforms corporate directories into speech-driven tools to help both consumers and businesses.  As a consumer – when you call into a large organization, you want quick, easy access to the people, departments, and services… Continue reading Parlance is a Nuance SpeechAttendant® Replacement