CSM Magazine

JUNE 27, 2023

With Zenarate AI Coach, customer and prospect-facing agents master the skills necessary to succeed in their role before their first live interaction. Just like human-to-human role play, Zenarate coaches agents on tone, soft skills, and best and required practices throughout their role-play simulation.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

IdeasUnlimited

AUGUST 16, 2022

All great healthcare services start with great communication. More than any other form of service, healthcare relies on trust as a key factor. Without the patient’s trust, healthcare services will struggle to find new patients let alone retain existing ones for a long period of time. Insurance verification. Patient History.

Healthcare 52

Healthcare Call Center Customer Service voip 52

TeleDirect

FEBRUARY 24, 2021

At TeleDirect, we know the importance of answering every call that comes into your healthcare or finance services office. As Jason Hawkins, a partner at Advertising for Surgeons who has over 12 years of experience in the healthcare industry, points out, there’s a “huge cost-savings element to outsourcing” your call center needs.

Finance 118

Finance Healthcare Call Center outsourcing 118

Nuance

DECEMBER 14, 2022

With member satisfaction scores declining and healthcare [.]. The post How conversational AI helps healthcare payors transform member engagement appeared first on What’s next. But it’s also a clear indication that members now expect better service and engagement from payors—in every channel.

Healthcare 80

Healthcare Metrics Coaching Interactive Voice Response 80

CSM Magazine

DECEMBER 1, 2022

Healthcare customer care differs from traditional customer service (for industries such as insurance, banking, and utilities) but they share certain fundamental elements: Both are designed to enhance the customer experience by providing support when needed, with the goal of deepening loyalty. Proactive outreach. Product recall support.

Healthcare 52

Healthcare Customer Care CRM Self service 52

CSM Magazine

APRIL 20, 2023

Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams. Zenarate AI Coach is the “flight simulator” for customer and prospect engagement.

Coaching 59

Coaching Telecommunications Best practices Healthcare 59

CSM Magazine

DECEMBER 8, 2021

Headquartered in Silicon Valley, Zenarate’s AI Coach is supporting the world’s largest brands to deliver 30-60% KPI lift. Zenarate’s AI Coach simulates any customer engagement scenario immersing customer-facing team members in real-life conversations while providing real-time coaching. About Zenarate.

Coaching 52

Coaching Contact Center Healthcare Scripts 52

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Current agent coaching is leading to customer—and agent—turnover. Better call center coaching creates—and retains—better agents.

Coaching 52

Coaching Call Center Average Handle Time Telecommunications 52

CSM Magazine

JUNE 28, 2022

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation. Zenarate AI Coach helps leading brands develop top-performing customer-facing teams through AI conversation simulation. Zenarate’s AI Coach is used worldwide every day in over a dozen countries, including the U.S.,

Coaching 52

Coaching Contact Center Healthcare Scripts 52

TLC Associates

MARCH 3, 2020

Imagine an enrollee of a healthcare insurance provider calls the company’s contact center to discuss a service issue. Healthcare consumers are evolving before our eyes. Where patients formerly wanted answers, today they want a higher level of care in their relationship with their healthcare insurance provider.

Healthcare 65

Healthcare First call resolution Coaching Government 65

Vistio

FEBRUARY 5, 2024

The Dynamic Duo: ServiceSim and AgentHub To optimize the impact of call center training, Vistio integrates ServiceSim with AgentHub, a comprehensive platform designed for coaching and performance management. It provides real-time performance analytics, coaching modules, and personalized action plans.

Call Center 52

Call Center Healthcare Government Coaching 52

The Northridge Group

JANUARY 26, 2023

Start with the basics, reminding frontline staff that members are discussing their healthcare needs. To explore how your organization can benefit from Northridge’s Contact Center coaching and training program, contact us. They should open with warm greetings and narrow the focus to more nuanced principles, such as showing empathy.

Healthcare 122

Healthcare Coaching Contact Center Management 122

CX Accelerator

NOVEMBER 26, 2021

In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. I am very thankful for all I learned from him, and thankful to call him my friend, mentor and coach! - Dan Brown. Erica Mancuso.

Healthcare 182

Healthcare Coaching Surveys Marketing 182

CX Accelerator

NOVEMBER 26, 2021

In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. I am very thankful for all I learned from him, and thankful to call him my friend, mentor and coach! - Dan Brown. Erica Mancuso.

Healthcare 182

Healthcare Coaching Surveys Marketing 182

The Northridge Group

JULY 6, 2022

Tragically, many suicidal deaths among healthcare professionals have been tied to the stress of working through the pandemic. The urgent need to support the healthcare workforce and respond to what has become an exhaustion crisis was addressed in a 2022 Advisory by U.S. Burnout has impacted healthcare workers in all capacities.

contact center associations 119

contact center associations Contact Center Healthcare Call Center 119

TLC Associates

OCTOBER 1, 2019

That’s the struggle facing every healthcare payer, but it’s one you can overcome by taking the right preparations for your internal team working with the right outsourced contact center. That’s why we monitor calls for performance, reinforcing their successes while coaching them on how to better implement open enrollment best practices.

Healthcare 40

Healthcare Contact Center outsourcing contact center solutions 40

CSM Magazine

SEPTEMBER 12, 2023

Zenarate serves a growing global customer base within the financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. Zenarate AI Coach is the “flight simulator” for customer service agents. The company recorded 153% year-over-year enterprise client growth.

Marketing 59

Marketing Telecommunications Healthcare Coaching 59

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

CSM Magazine

NOVEMBER 1, 2022

Zenarate’s AI Coach simulates any customer or prospect scenario immersing agents in life-like Voice and Screen Simulations while providing tone, soft skills, and best and required practice coaching throughout the simulation training. Agent training and coaching needs attention now. Key findings from the report: 1.

Telecommunications 52

Telecommunications Coaching Healthcare Multichannel 52

CSM Magazine

NOVEMBER 2, 2023

” “We are thrilled to partner with Foundever and bring AI Coach to thousands of agents to ensure exceptional customer experiences for global brands,” said Brian Tuite, co-founder and CEO of Zenarate. To learn more about Zenarate’s AI Coach and its potential applications, visit www.zenarate.com.

Customer Experience 52

Customer Experience Coaching Telecommunications First call resolution 52

CSM Magazine

MAY 25, 2022

Zenarate AI Coach continues to transform how the world’s leading brands in financial services, BPOs, healthcare, travel, technology, and services industries use AI Conversation Simulation to develop top-performing agents in 12 languages around the world. Free Form Text – Agents can write in free form text.

Coaching 52

Coaching Healthcare Contact Center Scripts 52

CSM Magazine

OCTOBER 7, 2022

Cora AI Coach, powered by Zenarate, helps Genpact accelerate digital transformation. AI Coach enables Genpact to develop confident top-performing contact center agents through voice and chat simulations that provide highly realistic immersive learning experiences. About Zenarate .

Coaching 52

Coaching Telecommunications Healthcare Contact Center 52

SharpenCX

SEPTEMBER 29, 2021

Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. Employee Training Templates for 1:1 Coaching & Performance Management. Coaching is essential for employee growth and development. How do you make coaching conversations more effective?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Talkdesk

NOVEMBER 24, 2020

Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. Since the healthcare call center is the main entry door for patient access, it is critical to the patient experience. Offer additional healthcare services.

Healthcare 101

Healthcare Average Handle Time Contact Center CRM 101

CSM Magazine

MAY 3, 2023

Zenarate partnered with Execs In The Know to survey Customer Experience (CX) leaders to better understand the evolving role of the contact center agent and define CX leaders’ greatest needs for improving agent coaching and training. Zenarate’s AI Coach is used worldwide every day in over a dozen countries, including the U.S.,

Coaching 52

Coaching Telecommunications Contact Center Healthcare 52

CSM Magazine

OCTOBER 13, 2022

Roger Schmid, our licensee in Switzerland had sent the new German “Healthcare with Feelings” to my former address, and the Post Office only keeps a forwarding address for 12 months. He drove over to get it and returned to the tennis court to give me the package. This is what I call outstanding customer service.

Customer Service 105

Customer Service Healthcare Coaching Consulting 105

The Northridge Group

NOVEMBER 30, 2021

Empathy fatigue is unsettling in the world of customer service, especially in high-stress industries such as healthcare, travel and finance. The voice of the customer provides valuable feedback and associates should be coached to treat all customer feedback, including complaints, as a gift. Treat feedback as a gift.

Customer Experience 141

Customer Experience Airlines Coaching Finance 141

Beyond Philosophy

AUGUST 21, 2017

healthcare, it sometimes seems that there’s little we can count on. I recently re-read an article by life coach Melanie Allen that explains ambiguity in business well. That wasn’t what I wanted to hear, but in retrospect it was excellent advice that helped me learn to handle uncertain situations.

Consulting 353

Consulting Consulting Healthcare Coaching 353

Balto

AUGUST 24, 2022

Coach in Real-Time. However, in an evolving industry like healthcare, with so many intricacies, it’s vital to have real-time prompting and coaching. Balto’s Real Time Coaching is a coach, information system, and compliance monitor that supports agents and significantly reduces call escalations. Managerial Benefits.

Coaching 52

Coaching Scripts Healthcare Education 52

Myra Golden Media

APRIL 11, 2023

Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. Another example is a healthcare provider implementing a data-driven approach to optimize its contact center operations. This could involve training on product knowledge, customer service skills, and communication techniques.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Myra Golden Media

APRIL 5, 2023

For example, signposting can guide patients through complex medical procedures or provide guidance on managing chronic conditions in healthcare. In sales, signposting can help to guide customers through the sales process and build trust and rapport.

Best practices 156

Best practices Call Center call center software Healthcare 156

Fonolo

NOVEMBER 3, 2020

From the start of shelter in place, contact agents were placed in the same category as healthcare workers — they were frontline heroes of the pandemic. Keynote Speaker and Official Forbes Coach. The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. Agents Were Our Virtual Frontline.

Contact Center 167

Contact Center Consulting Consulting Coaching 167

TechSee

MARCH 7, 2023

More than 264 million women are absent from digital society, mobile internet access opens opportunities for women to start businesses, improve their education, and access better healthcare. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her techniques are field-tested and proven.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Aspect

JUNE 21, 2017

Healthcare organizations are no different but in addition to reducing costs, they also look to better clinical outcomes and enrich patient experiences. Here are a few ways healthcare organizations can do this: Scorecards and Dashboards. Organizations can set goals, link metrics, and identify trends as patients interact with staff.

Healthcare 75

Healthcare Finance Benchmark Coaching 75

Call Center Weekly

OCTOBER 9, 2018

When we create a culture of self-care in the workplace, contact center teams become healthier, more productive, engaged and overall satisfied which in turn can reduce turnover, cut healthcare costs and simply make the environment that much better to go to every day. Jenny is also an Integrative Nutrition Health Coach.

Best practices 243

Best practices Contact Center Coaching Telecommunications 243

Balto

OCTOBER 25, 2022

Released in July , it covered various industries, including Collections, Healthcare, Home Improvement, Retail, and Property Insurance. The first edition of the Index focused on the most common consumer objections and most- and least-utilized soft skills that agents use on calls.

Coaching 52

Coaching Contact Center Healthcare Best practices 52

The Northridge Group

APRIL 8, 2024

Organizations (I use this term instead of “companies” because the technology is pervasive, spans commercial, healthcare, government, nonprofit, legal, finance etc.) Investors are flocking to firms who label themselves as AI. Let’s break it down. are simply looking for efficiencies. Full stop.

Technology 105

Technology Finance Government Healthcare 105