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 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 […]
Read MoreJul 24 2018 IVR Capabilities Through The Years: How Does Your System Stack Up?
Interactive Voice Response (IVR) systems have existed for several decades. Over time, this technology has evolved. The most advanced systems are at the vanguard of incorporating Artificial Intelligence into our everyday life. Despite the advancements in voice solutions, many companies have not updated their IVRs. Customer Service expectations are increasing. IVR modernization is a cost-effective way […]
Read MoreMay 24 2018 Have You Questioned Your Premise Or Cloud Provider’s Support Services?
I work with a lot of companies to assess their current contact center operations and offer guidance on improving service through technology and process adoption. My methodology centers on the premise of reducing customer effort. One of the most overlooked areas with deployed technology solutions is the support services provided by either the reseller or […]
Read MoreMay 12 2018 Aspect Ace 2017 – Faster Forward
After attending the Aspect ACE event and speaking to hundreds of the attendees, I thought I would share my perspective on the event. In full disclosure, MicroAutomation has a product – OmniEngage – that Aspect cloud and premise customers using Aspect CXP leverage to power customer engagement across any channel. That said, we maintain a […]
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