Best Practices When Choosing Healthcare Call Center Companies


Outsourcing partners provide a host of services for the healthcare industry, ranging from … Best Practices When Choosing Healthcare Call Center Companies Read More ».

4 Best Practices To Incorporate Wellness In Your Contact Center

Call Center Weekly

But, let’s consider this for a moment: In order to take the best care of others, we must first take the best care of ourselves. In the contact center community, we understand the true value of a happy customer.

4 Best Practices To Incorporate Wellness In Your Workplace

Customer Service Life

But – let’s consider this for a moment: In order to take the best care of others, we must first take the best care of ourselves. 4 Best Practices To Incorporate Wellness In Your Contact Center. This post was originally published on CallCenter Weekly.

What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence


If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. The post What Consumer Goods Companies Can Learn From Healthcare.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

but also best practices and proven use-cases over the last two. The best VAs are also multilingual and communicate. Reasoning can guide users to the next best steps in. customers as well as customer service expertise drawn from the best.

Lessons Learned from the Biggest Healthcare Data Breaches in History

Revation Systems

Digital healthcare has been growing to satisfy the demands of an industry eager for healthcare technology that provides better physician collaboration and improved patient care. Best Practice: Invest in Data Protecting Software.

A Customer’s Best Practices for Upgrading to Verint Workforce Optimization


The mail-order pharmacy unit of a healthcare insurer recently upgraded to the latest version of Verint ® Workforce Optimization ™.

Digital Transformation, Healthcare and the Contact Center


Yesterday Altivon sponsored the first in a series of healthcare related webinars focused on patient experience and the contact center. Leaden has both wide and deep experience, working with mid-size to large enterprise customers in several industries, not least of which is healthcare.

5 Ways Speech Analytics Helps Improve the Patient Experience


If there’s any industry that’s in the midst of a transformation, it’s healthcare. Agent Performance Call Center Best Practices Contact Center Efficiency Customer Experience Speech Analytics

The Cloud in 2016: What’s Driving Adoption Now


Now, our focus has shifted on why inContact is the best solution in the cloud. One of our recently announced contracts with a large national digital healthcare company offers an excellent example of how our software enables improved business outcomes for our customers.

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Stop Ignoring the Impact AI Can Have on Your Business TODAY


to a more naturally-occurring shift that enables us to focus on the human aspects in face-to-face fields like healthcare and environmental renewal programs (that doesn’t sound too bad). smarter forecasting OR routing based on best personality match. Advantages of the Cloud Call Center Best Practices NICE inContact CXoneWith all the hype and promised potential of AI , how much of that will really come to life? And how will it impact our businesses?

Virtual Agents in the Contact Center: Data Gathering Made Easy


When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. Call Center Best Practices Contact Center Trends & Insights Customer Experience

11 Keys to Designing Effective IVAs


Organizations are starting to engineer service experiences that combine the best of self-service automation with human-assisted elements, a win-win for enterprises looking to reduce operating costs. IVAs are catching on in a range of verticals, where they can serve as personal shoppers, ensure compliance with healthcare protocols, book reservations or schedule appointments, assist with financial decisions, or determine how to efficiently manage utility expenses. IVA Best Practices

Skate Where the Puck is Going to be: Adapt with Changes to Thrive


You might also think of companies like DuPont moving from a gun powder provider to one of the largest manufactures of various crop science, healthcare, electronics, and nutrition products. Call Center Best Practices Customer Experience Multi-channel Contact Center

Hitting a Customer Experience (CX) Grand Slam


Traditionally conservative sectors such as healthcare or government have come to understand that they too must compete with the digital customer experience offered by these firms in their own patient and citizen customer care.

3 Winning Factors for B2B Customer Experiences


Now, let’s assume your customer is in the healthcare space. When a customer calls about an issue with a specific product – they need to be directed to an agent that understands the healthcare industry, and who has the correct technical skills to solve their concern.

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NGPX & CIO Summit Takeaways


Healthcare IT and Administrative decision-makers nationwide are all grappling with repercussions of patient consumerization. A common statistic cited at both conferences was that healthcare is 10 to 15 years behind all other industries in the ability to support omni-channel communication. .

Evolution of the support rep: from outsourced to in-office


Specifically, ever since the introduction of fibre optic cabling, a new kind of support system evolved: the outsourced helpdesk (most notably in the healthcare, financial and banking sectors). Your support system should be a well oiled machine and this starts by employing the best people.

Helping the Everyday Heroes


Caregivers are the people who are often the critical linchpin between an individual care recipient, healthcare teams and social services systems. . Healthcare and social service providers have to communicate with people where they are.

Improving Every Patient’s Experience – CX Insights by Mr. John Punnoose, Independent Director and Mentor, Hospitals and Health Systems

Customer Guru

Mr. Punnoose is a senior healthcare management professional who has been associated with several innovative social enterprises and tech-based start-ups in both the education and healthcare sectors. Healthcare is a very complex sector as it deals with human lives.

Health Insurance Companies put the Customer First


Not only can healthcare be expensive for the customer, but many customers don’t have a pleasant experience with their health insurance provider. In order to best serve your customers, you need a solid understanding of who your customer actually is.

Modernizing the Enterprise with Back Office Automation


Work performed in the back office in industries such as banking, healthcare, outsourcing and insurance includes processing claims, managing logistics, maintaining records, ensuring compliance and handling prescription orders. Gaining management insight into whether or not associates were following standards and best practices and adhering to compliance requirements.

Press Release: Taylor Reach Group Selected to Optimize Vision Care Leader

Taylor Reach Group

“Our strategic assessment process helps the client find benchmark the contact center performance against best practice centers, while developing a clear picture of all the intricacies that go into the center’s operations,” says Colin Taylor, CEO and Chief Chaos Officer at Taylor Reach.

Adapting Value-Based Principles to the Patient Contact Center


Dan Schulte, Senior Vice President, HGS Healthcare. Hospitals and health systems have made considerable investments in financial, clinical and technological processes that will support an evidence- and quality-based patient-centric healthcare experience. Healthcare.

ROI for Patient Experience Focus in the Contact Center


Healthcare organizations are embracing patient experience as a critical success factor in both financial and patient outcomes. Industry expert and long-time independent consultant Steve Leaden discussed contact center ROI analysis, technology choices and best practices.

WBR Announces Full Agenda and Speakers for Field Service Amelia Island Conference

CSM Magazine

Global Field Service leaders meet to share service and support best practices this August 27th-29th at beautiful island resort in Florida. Tom Voirin, Director of Software & Service Support, Philips Healthcare.

Lack of Discharge Translation Sparks Lawsuit

Certified Languages International

What Healthcare Providers Should Take Away from the Recent Section 1557 Lawsuit. Healthcare facilities should be watching this case closely and taking notes to ensure their own language access plans are up to snuff. Healthcare providers, especially, need to pay attention.

Marketing Intern


Additionally, we were named a "Cool Vendor in Analytics" by Gartner as well as one of "Charlotte's Best Places to Work" and the 2nd fastest-growing company in Charlotte by the Charlotte Business Journal. Do you want to join a rapidly growing tech company? Stratifyd, Inc.

Step 1 of 5: AI Self-Service Without Compromise – Identifying the Perfect Fit


This is the first of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Best Practice #1: Identify the Perfect Call Types & Chats for AI-Powered Virtual Agents.

Knowledge Base Examples: 6 Tips for Clean, Professional KBs


Knowledge Base Best Practice: Make your main categories and search bar front and center. Knowledge Base Best Practice: Keep your categories, and your design, simple and easy to understand. Knowledge Base Best Practice: Consider splitting your categories by customer type.

8 Customer Service Networks You Need to Follow in 2019


Since brands acknowledge that customers still make significant use of the voice channel and have responded by keeping call centers in place, they require professional support and information exchange to keep them in the know on best practices and latest trends.

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Messaging vs Chat vs Texting: Battle for the Future of Customer Service [Google Hangout]


However, sectors that deal with sensitive customer information (such as government, healthcare, or finance) are wary of making Facebook, Apple or Google a messaging pathway for their users. Best Practices for a Communication Channel. Choosing the best Communication Channel.

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8 Essential Features for your Contact Center LMS

Customer Service Life

Instructional design- There’s an entire science around instructional design — and while it would be nice for every contact center to have someone with a masters degree in the topic (like FCR), that may not be practical. This article was originally published on the FCR blog on October 8, 2018.

5 Tips for Transforming B2B Customer Feedback into Action


Guest blogger Kim Zieroth is the Senior Customer Loyalty Manager, Analytics, for GE Healthcare. “We This is exactly the kind of thing I love to hear in my role leading the Customer Insights program for GE Healthcare.

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Choosing a Video Remote Interpreting Solution: 4 Things to Look For

Certified Languages International

Healthcare entities in particular need to pay special attention to their systems to ensure they’re following applicable laws and regulations, like HIPAA, to safeguard medical records. Related: In Healthcare, When Are Video Interpreters Preferable to Telephone Interpreters.

Getting CEM Buy-In at Large-Sized Businesses: 3 Tips from those in the Know


We recently hosted webinars featuring GE and Verizon , with discussions about activating the voice of customer in the business in order to glean insights, including best practices for getting buy-in. Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy.

Messaging vs Chat vs Texting: Battle for the future of Customer Service [Google Hangout]


However, sectors that deal with sensitive customer information like Government, Healthcare and Finance are wary of making Facebook, Apple or Google messaging pathway their users. Best Practices for a Communication Channel. Choosing the best Communication Channel.

Essentials Of Internal Customer Service: Training And Inspiring Employees To Serve Their Colleagues

Micah Solomon

And how can great internal customer service be accomplished–what are the principles and best practices we can apply to our own internal customer service training to enable us to provide the best customer service possible within our company? The “what”: Internal customer service is when we provide customer service to the people we work with, helping them to do their best to serve external customers and promote the interests of our company.

Contact Center and CX Expos Conferences and Summits – June 2018

Taylor Reach Group

Customer Contact Europe will prepare you for the future of customer care by providing pragmatic real world experiences, insight, best practices and tools for embracing and accelerating digital transformation. Learn effective practices on reporting in the social space and how different companies leverage data and insights to tell the right story to senior management and other audiences. Healthcare Call Center’s 30th Annual Conference: June 13-15, Pittsburgh, PA.

Improve Your Customer Service–Starting Today–In Seven Essential Ways

Micah Solomon

It’s not possible for even the most tightly-drafted standards, best practices, and scripts to cover every possible customer scenario, so the only way to ensure superior customer service is through embracing employee empowerment: giving every customer-facing employee the power to do what’s needed to solve the often-unpredictable issues and challenges that come up for and with customers. Review and revamp your hiring practices. [Originally published in