Jan 19 2019 The Role Of The Phone Channel For Healthcare Contact Centers In A Multi-Channel World
I was recently working with a Healthcare Insurance operations executive servicing Medicare. She had some interesting perspectives on providing customer service through their web portal as opposed to their phone-based call center. The thought was that the portal was a more logical and cost-efficient pathway for self-service. The phone channel comes with costs to support […]
Read MoreDec 07 2018 The One Key To Unlocking The Customer Service Mobile Gateway
Customers still call customer service for inquires, this has not changed. They want to use other channels to communicate, but as soon as they encounter any form resistance, they call. They then transfer to agents at an alarmingly high rate. What is the “key” to unlocking Digital Deflection? It is their mobile phone number. Why […]
Read MoreSep 23 2017 Mobile Devices And Channels Aren’t Just For Millennials
Among contact center managers, there is a notion the culture of mobile technology is exclusive to the millennial generation. After all, millennials are the people you see texting all the time and talking about the latest mobile apps. The older generation prefers to get in touch via a voice channel and interact with a real […]
Read MoreSep 17 2017 Why You (And Your Agents) Need Natural Language IVR
Traditional interactive voice response (IVR) systems have many flaws. First, callers are restricted to selecting from the choices the system gives them, which are necessarily limited. In order to interact with a traditional IVR system, customers must work through a series of menus, which many of them find frustrating. In fact, many callers fail to find […]
Read MoreSep 16 2017 Mind The (Perception) Gap: What You Think Of Your Service VS. What Your Customers Think
I want to start this by asking to you to take a moment and genuinely reflect on the service you provide and answer this question: Are you delivering a superior experience to your customers? If you answered yes, I’m glad to hear of the confidence you have in your technology and your agents. However, there’s […]
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