Oct 21 2017 It’s Time To Embrace Nontraditional Workstations
The days when people worked only at traditional workstations, seated at a desk with a computer, paper in-tray and notebook in front of them, are long gone. Increasingly, people work while they are on the go, using tablets and phones to communicate and access their data. As mobile technology becomes ever more ubiquitous, the trend […]
Read MoreOct 19 2017 If You’re Using CSAT To Measure Customer Satisfaction, It’s Time For Change
As we’ve discussed in the past, there is a measurable difference between what companies think of the service they’re delivering, vs. what their customers think of that same service. We call this the perception gap, in which 80 percent of businesses ranked their service delivery highly, but only 8 percent of consumers agreed with them […]
Read MoreOct 14 2017 Increase Customer Engagement With Automated Reminders
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 […]
Read MoreOct 12 2017 It’s About More Than Making Your Patients Happy
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 […]
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 […]
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