Customer Guru

JUNE 29, 2018

In this episode of CX Conversations, our guest – Rajarshi Sen (Raj), Manager, Operations & Strategic Initiatives at Kamineni Hospitals – joins our host – Vivek Jaiswal – to discuss the state of customer experience in Healthcare. Post-MBA, he made his way into healthcare after a short stint at Cognizant.

Healthcare 76

Healthcare Customer Experience Management Feedback 76

Vistio

JUNE 10, 2022

Really, the whole human performance piece of hiring, training, coaching, and that profile for each of those and the profiles for the customer service representatives (CSRs) themselves. As you’re probably aware, most companies, especially financial services and healthcare, utilize blockchain for security purposes.

Consulting 52

Consulting Consulting Best practices outsourcing 52

Integrity Solutions

MARCH 20, 2020

Last year, a healthcare client requested that we translate our flagship Integrity Selling program – traditionally an in person event – to a virtual program spaced out over multiple days. In healthcare, as in many industries, they simply couldn’t afford to have their sales team spend multiple days out of the field.

Healthcare 94

Healthcare Coaching Sales Best practices 94

Balto

AUGUST 24, 2022

We might be in a world where most information is available at our fingertips, but people feel valued when a company is proactive with a personal touch. Establishing a practice of sharing information with helpful Medicare tips and program changes will go a long way toward securing and retaining clients. Coach in Real-Time.

Coaching 52

Coaching Scripts Healthcare Education 52

BlueOcean

NOVEMBER 28, 2022

With employees in Panama, Kenya, and India, ONQ handles complex business processes for healthcare billing and a lot more, which means the work Lucas and his team do to prepare employees for the frontlines is mission critical. No wonder they awarded him the title of World’s Best Contact Center Trainer that year.

Healthcare 62

Healthcare Contact Center outsourcing Best practices 62

Global Response

JANUARY 31, 2024

The Health Insurance Portability and Accountability Act (HIPAA): HIPAA applies to call centers handling healthcare information , and ensures that patient’s data is protected. Provide coaching and feedback to reinforce regulatory compliance in day-to-day operations. After training, consistently monitor calls.

Call Center 62

Call Center Telemarketing Government Healthcare 62

Call Experts

JULY 27, 2023

From improving response times to providing personalized interactions, a call center can be a game-changer for organizations looking to elevate their customer service and thrive in today’s competitive landscape. Metrics to Track for a Successful Customer Service Call Center The business landscape today is primarily customer-centric.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

Callminer

JULY 23, 2019

To empower call center leaders to improve agent feedback, we’ve rounded up 25 tips and best practices for delivering effective agent feedback. Others are from training and leadership professionals, experts in the area of training and coaching employees. Leverage analytics to offer targeted agent training and coaching.

Best practices 140

Best practices Feedback Call Center Coaching 140

Comm100

JANUARY 11, 2023

The benefits of AI in customer service are many, including more efficient and highly personalized support for customers, unmatched availability, and improvements to agent workflows and support volume. Best of all, bringing all these benefits to a customer service environment comes with significant return on investment. Healthcare: 10%.

Customer Service 81

Customer Service Chatbots Healthcare Wait times 81

JustCall

NOVEMBER 25, 2022

Businesses can use CI software to record meaningful discussions with potential customers, identify unsafe or illegal conversational subjects, train new salespeople on best practices, and for any other purposes where the analysis and transcription of sales calls is required. Top 10 Best Conversation Intelligence Software.

Real estate 52

Real estate CRM Coaching Contact Center 52

Balto

FEBRUARY 6, 2023

One respondent shared: “[The contact center] fits my personality and helps me with my social anxiety problems by forcing me to speak to strangers while also not having to be face to face.” For agents, it’s an important change of perspective: they need to stay engaged and understand best practices in a way that’s coachable to other agents.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Balto

JUNE 23, 2022

A quick search for “contact center scripts” yields thousands of results aimed at teaching managers the best practices for enforcing script adherence. The most represented industries in our survey were Retail (17.5%), Financial and Professional Services (16.2%), and Healthcare (12.2%). The average respondent age was 36.

Scripts 52

Scripts Coaching Contact Center Surveys 52

inmoment

MAY 14, 2020

With the spread of the COVID-19 virus, healthcare is right at the center of nearly every conversation. Many consumers are asking questions about their own healthcare coverage. It was an interactive online program, using personal coaches and well-known celebrities such as Dr. Oz. What does my health care plan cover?

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

Etech GS

APRIL 30, 2019

Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once in your lifetime. Some industries, such as healthcare, are seeing benefits from utilizing newer digital care coordination technologies.

Contact Center 71

Contact Center Coaching Healthcare Feedback 71

Call Center Weekly

OCTOBER 9, 2018

When one person takes the lead from a place that isn’t forced, others might follow. As your personal customer service health coach , I guide leaders and teams through this journey. Jenny is also an Integrative Nutrition Health Coach. And when this act of self-care catches on, it can spread like a wildfire.

Best practices 243

Best practices Contact Center Coaching Telecommunications 243

TLC Associates

SEPTEMBER 11, 2019

Consider a PCI-DSS compliant or healthcare compliant call center. Proven partners are well-versed in putting security measures and best-practices in place to avoid the exposure of sensitive data. Ongoing training keeps your workforce adaptable and enables them to pivot as priorities and best-practices change.

outsourcing 40

outsourcing Contact Center Abandon rate Interactive Voice Response 40

TLC Associates

NOVEMBER 19, 2019

Watch Out for Security Best Practices. Personal devices may not be used on the contact center floor. And watch out for how supervisors and coaches deal with agents. Listen in on a Coaching Session. Yet their self-betterment requires a framework of formal trainings and informal coaching to succeed.

Contact Center 40

Contact Center outsourcing Coaching Average Handle Time 40

Balto

OCTOBER 31, 2022

Here’s what we found: Both managers and agents ranked 1-on-1 training as the most effective onboarding tool; no matter how you slice the data, a personalized experience is the best experience. 2 out of 3 agents want to change their onboarding to make it more personalized, thorough, and engaging. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

JustCall

APRIL 12, 2023

This is why this piece of software can be useful for sales teams, customer support teams, the healthcare sector, the hospitality sector, and so on. These recorded calls can be used to coach other agents on what they’re doing wrong and establish best-practices for what’s going right.

Scripts 52

Scripts Sales CRM Contact Center 52

CSM Practice

DECEMBER 29, 2020

Irit is known for her unique experience and expertise and launching customer success programs at scale based on best practices, customer value strategies, and churn analysis. What was your personal experience? . I proactively try to communicate with everyone and either call them or text them personally.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

Customer Service Life

OCTOBER 10, 2018

When one person takes the lead from a place that isn’t forced, others might follow. As your personal customer service health coach , I guide leaders and teams through this journey. 4 Best Practices To Incorporate Wellness In Your Contact Center. For more information, visit: [link]. 858) 771-4179.

Best practices 86

Best practices Contact Center Healthcare Coaching 86

Balto

JANUARY 22, 2024

We’ll help you understand how generative AI can skyrocket your contact center’s efficiency, improve data analysis capabilities, streamline QA and coaching processes, and make customers happier. The manual, time-consuming approach means that you’ll have to compromise and make your coaching sessions much more generic than they should be.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Balto

SEPTEMBER 18, 2023

Real-time agent assistance also accelerates the onboarding process and helps managers coach new agents with on-the-job guidance and support. The Evolution of Customer Service Tools Before the introduction of more advanced customer service solutions, contact centers primarily supported customers with in-person interactions.

Interactive Voice Response 52

Interactive Voice Response Scripts Contact Center Coaching 52

NobelBiz

JULY 25, 2023

Discover the transformative potential of data-driven decision-making and personalized interactions that cultivate lasting relationships with customers. Meet the renowned Contact Center Coach, Michael Tamer, also a training expert, CEO at Proponisi, and an accomplished author.

Analytics 98

Analytics Call Center Scripts Contact center software 98

SharpenCX

MAY 16, 2022

7 Best Practices for Running an Effective Outbound Contact Center. Let’s explore best practices for helping your agents experience successful calls and provide a memorable experience. Remember: a staggering 97% of consumers reject or ignore phone calls from a business or a person they don’t know. Tech leaders?

Contact Center 67

Contact Center Scripts Call Center call center software 67

JustCall

AUGUST 21, 2020

Medical call centers have ramped up the patient-provider relationship in the healthcare industry. Setting up a healthcare call center is the need of the hour. Medical call centers, also known as healthcare call centers or hospital call centers act as a confluence of the patient and healthcare teams.

Call Center 52

Call Center call center software Healthcare Abandon rate 52

Education Services Group

MARCH 31, 2022

I need the one that’s in healthcare, that’s using Salesforce, that has Chorus as their community, that right now has eight different other tech stacks, and it’s got to be a VP of Product from them. So, personally, it’s not that I separate health and advocacy, I think I look at them a little differently.

Customer advocacy 52

Customer advocacy CRM Accountability Marketing 52

Stratifyd

JANUARY 3, 2019

Professional experience working with systems designed to deliver and operate on streaming data in near-real-time, or personal projects related to the same. Ability to mentor and coach junior-level engineers. Bachelor’s degree in Computer Science, Engineering or related field. Experience with message broker systems and NoSQL (MongoDB).

Engineering 40

Engineering APIs Analytics Healthcare 40

Netomi

FEBRUARY 28, 2022

I think that the trend that will dominate in the next couple of years (not just in 2022) in CX will be ‘personalization’ and learning how to create a personalized experience not only for luxury products/services but for all industries. A highly personalized digital service, the company has been dubbed the “Netflix of telco.”.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

NICE inContact

NOVEMBER 8, 2019

Job one: Delight customers with immediate resolution because you can meet them in their channels of choice with faster service that’s always personalized with the CRM customer information right at hand. When Swisslog Healthcare implemented NICE inContact CXone Agent for Salesforce, they reduced their wait times by 30%! Want proof?

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Comm100

MAY 1, 2018

With this knowledge, companies can establish best practices for recruiting, retaining, and motivating different age groups. Offer financial stability, a strong retirement package, and good healthcare benefits to attract Baby Boomers to your team. Alleviate Intergenerational Friction and Conflict.

Management 41

Management Education Surveys Government 41