Blog

May 17 2018 NG911 IMPLEMENTATION MISTAKES (AND HOW TO AVOID THEM)

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Introducing new technology into an operational environment has many challenges. Who will manage the implementation? How should the project be organized? How do you estimate the overall level of effort? What do you do if problems are encountered? How will this new technology be accepted into the legacy work culture? What will the end state […]

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Oct 16 2017 911 OUTAGE NARROWLY AVERTED DUE TO A NEXT GENERATION 911 SOLUTION

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(Photo: Courtesy of Baltimore County Fire Department) With all of the 911 outages we have seen over the past few months, finally we hear a story about a Next Generation 911 (NG911) solution that worked as designed and allowed emergency calls to be handled in the midst of a potential disaster. Baltimore County faced a potentially major disaster […]

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Oct 14 2017 INCREASE CUSTOMER ENGAGEMENT WITH AUTOMATED REMINDERS

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The past several years have brought many developments in client contact automation. One that stands out is the appointment reminder. I get a phone call, email, and/or text that is reminding me of my upcoming appointment. This is great, since I have often scheduled these weeks or months in advance. Sometimes I’m given the simple […]

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Oct 12 2017 IT’S ABOUT MORE THAN MAKING YOUR PATIENTS HAPPY

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Post-discharge follow up is an important part of healthcare. Although this follow-up is expensive, healthcare providers can face even larger costs if they don’t follow up correctly with their patients. For example, if you fail to follow up with your patients and they end up being readmitted to hospital, your organization could face penalties or reduced payments […]

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Sep 16 2017 MIND THE (PERCEPTION) GAP: WHAT YOU THINK OF YOUR SERVICE VS. WHAT YOUR CUSTOMERS THINK

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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 a […]

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