How Contact Center Quality Monitoring Benefits the Healthcare Industry
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company
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The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company
Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping costs
This article was originally published on Contact Center Pipeline and can be viewed here. Effective technology application, agent recruitment and training are critical to help
The COVID-19 pandemic unleashed an overwhelming burden on hospital systems and medical professionals. Tragically, many suicidal deaths among healthcare professionals have been tied to the
“…[T]here are things we know we know. We also know there are known unknowns; that is to say we know there are some things we
Business models are not static, they are ever-evolving. Telecommunication companies, for example, are in a constant state of transformation as they attempt to stay ahead
Data is everywhere. In today’s age it is now possible to collect charts and graphs and metrics for almost everything we do. But what happens
In our previous post, we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings
It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. When this
Providing excellent customer experience has become a critical factor for remaining competitive in most industries. Yet health insurance organizations have not been as successful in
I am often asked what the COVID-19 pandemic’s impact has been on my company and what I consider the key leadership learnings from the last
The COVID-19 pandemic shed light on and magnified the socio-economic discrepancies that exist in disadvantaged populations. People who are economically vulnerable and may have food,