Blog

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 […]

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Sep 23 2017 Mobile Devices And Channels Aren’t Just For Millennials

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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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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 […]

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Sep 13 2017 Customer Service Secret Sauce: Guiding Customers

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I recently read an incredible blog post by Lauren McDonald at HeyWire. (And I would recommend that you take a few minutes and read her comments on comparing support channels to the Olympics and awarding the text channel the “gold medal.” I’ll wait.) As the text channel continues to receive a lot of attention – […]

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Aug 19 2017 Customer Care Strategy: Value Your Customer’s Time

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Whether your strategic direction involves improving metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) or reducing overall costs, a key element involves demonstrating that you value a customer’s time. Too often, I witness my clients implement a new technology that should move the needles of metrics or costs, but they fail to produce the desired outcomes. […]

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