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
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
Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort
When solving business problems, it is advantageous to get varying expert opinions. Internal viewpoints are always helpful because they come from those who know the
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Coaching contact center
Generation Z is driving new mobile phone behavior and expanding mobile phone usage by utilizing them for an increasing number of activities. There is also
One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers
To access the full study on Understanding Mobile Phone Use and 5G Expectations, please fill out the form below.
As the country begins to “open up”, the economic downturn is beginning to shift to a new post-pandemic normal. Organizations are starting to develop and
Workforce Management (WFM) Capacity Planning is all about making sure you have the right people hired and trained in the appropriate skill set when they
Effective coaching and training for frontline associates and managers are critical enablers of delivering a differentiated customer experience, achieving associate career aspirations, and driving business
Recent contact center industry trends indicate significant growth in the number of remote employees. While some companies already had an existing work-from-home model in place,
