Feb 13 2019 Customer Focused Measures To Keep In Mind
You’ve taken the first step and moved a self-service/digital deflection customer service model for your contact center. You put together a sophisticated set of checks and caller-driven options to respect your customer’s time. How do you know they are working? Are they yielding the results you desire and/or expect? The only way to know is to […]
Read MoreJan 30 2019 Healthy And Sustainable Journey To NG911 For Future Generations
For a little more than two decades, I have had the wonderful opportunity to seek, listen and learn what challenges and magnitude of weight ultimately falls on the decision makers within the state, county, city government entities that I have served across our nation specific to 911 / Public Safety communications. Those that have chosen […]
Read MoreJan 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 MoreNov 20 2018 Do I need Better Reports Or An Analytics Dashboard?
As we approach year’s end, many of us are reflecting on our accomplishments and planning for 2019. Some might even be scrambling to gather data and summarize business outcomes right at this moment. This is the perfect time of year to ask, “In a world full of data, are you getting the insight you need to […]
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