Uniphore

JANUARY 21, 2022

According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2 That’s only “OK” according to industry standards—far below ideal. The same survey revealed that 34 percent of patients with the freedom to choose their own plans said they would switch based on a bad experience.

Healthcare 59

Healthcare Call flow Average Handle Time First call resolution 59

Hodusoft

JULY 16, 2021

Over 50% of customers across all age groups prefer phone communication to reach out to a service team, making it the most-used channel for customer service, a survey by Zendesk found. Key Features of HoduCC Call and Contact Center Solution. IVR and agent survey. Auto dialer . Add-on features of HoduCC. Quality Analysis.

Contact center software 52

Contact center software Contact Center Call Center Interactive Voice Response 52

Tethr

OCTOBER 2, 2020

What’s interesting to note about this one may have immediately become apparent if you’re looking at the call flow illustration above. So, an effortless customer interaction begins with the very things I’ve been coaching my customer care team, my call center floor managers and supervisors (or maybe even been coached myself!)

Customer effort 105

Customer effort Customer Care Coaching Surveys 105