Monet Software

AUGUST 13, 2018

But for healthcare contact centers, the last three months of the year can be summed up in two words: Open Enrollment. Just the thought of it can make the most experienced contact center agent break out in a cold sweat. October, November and December will be here sooner than you think.

Healthcare 48

Healthcare Contact Center Government Management 48

Aspect

JUNE 4, 2020

To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. Business Continuity in the Contact Center. ‘The art of knowing is knowing what to ignore’ was once said by the prolific poet, Rumi.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

CX Global Media

JUNE 6, 2017

In our ever-growing global economy, omnichannel language support needs to be included in your contact center strategy. Learn why omnichannel language support is needed in your contact center. And managing language services has not been on the top of a contact center leaders list. Click to Tweet.

Contact Center 176

Contact Center Government Healthcare Call Center 176

DMG Consulting

MARCH 18, 2020

Managing Contact Centers Through the COVID-19 Pandemic. Employees, particularly those who are paid an hourly wage when they show up and are not paid at all when they don’t, which is the case for many contact center agents, are facing a tough decision. This is DMG’s second column on the COVID-19 pandemic.

Contact Center 100

Contact Center Management Government Transportation 100

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

CCNG

JUNE 16, 2021

The immediate takeaway from all of this is that new laws governing AI are likely coming, and that it’s now a perfect moment to examine how we build, market, and implement AI such that we ensure it’s ethical and compliant. CEO Vince Lynch about how senior executives and call center stakeholders should be thinking about this.

CCNG 221

CCNG Government Healthcare Enterprise 221

Tethr

MARCH 17, 2020

If you operate contact centers, especially in healthcare, government, travel, financial services and hospitality, your day-to-day life has been utterly shaken. There has been an enormous spike in customer contacts in most industries since the COVID-19 outbreak. Decide how to handle increased call volumes.

Contact Center 75

Contact Center Transportation Call Center Contact center software 75

Balto

APRIL 20, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email Contact centers find themselves at a critical juncture. Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. How are they doing this?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

Balto

AUGUST 10, 2022

Shifting budgets to stay competitive is a natural — if not essential — survival tactic during difficult financial times, but be wary of cutting into the business functions, like your contact center, that have an outsized impact on your customers. . Our smallest represented industry was BPO, 0.28%. How does your company stack up? .

Contact Center 52

Contact Center Real estate Telecommunications Coaching 52

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . What is a call-out line? Keep reading here to learn why.

Contact Center 52

Contact Center Morale Government Healthcare 52

OrecX

SEPTEMBER 10, 2018

Even multinational companies based in the United States with contact centers that handle calls from the EU and UK must comply with the GDPR or face significant fines. Visit our webpage to learn more about our innovative solutions for contact centers. [1] What is the GDPR? 1] [link]. [2] 2] [link].

Contact Center 70

Contact Center Government Healthcare Banking 70

Customer Service Life

NOVEMBER 5, 2018

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. The post 8 Essential Features for your Contact Center LMS appeared first on Customer Service Life.

Contact Center 79

Contact Center Education Government Healthcare 79

Avaya

MAY 18, 2017

Studies continue to show that veterans’ healthcare needs are increasingly complex. Given the right communications tools and mobile devices, government healthcare providers, are convinced that care would be improved. 90% of healthcare organizations have had at least one data breach in the past two years. It’s no wonder.

Healthcare 52

Healthcare Technology Government Surveys 52

Outsource Consultants

OCTOBER 23, 2018

Nearshore Contact Center Outsourcing Spotlight: Peru, Argentina, Paraguay, and Uruguay. We’ve helped many clients find Philippine call centers over the years, but recently we’ve seen a significant shift with leading organizations seeking nearshore Central and Latin American contact center outsourcing locations.

outsourcing 59

outsourcing Contact Center Automotive Real estate 59

Serenova

MARCH 23, 2020

With the effects of the COVID-19 crisis continuing to grow in scale and impact every day, Serenova is committed to helping keep contact centers working, safely. We know contact centers and their agents are on the front lines responding to the coronavirus, and you’re stretched thin in every way.

Contact Center 80

Contact Center contact center workforce Government Healthcare 80

SmartAction

APRIL 1, 2020

COVID-19 triage questions for healthcare providers). We are SmartAction®, the contact center industry’s undisputed leader in purpose-built AI-powered Virtual Agents for customer service. Media Contact Marlyn Arenas marlyn.arenas@smartaction.com. For a live demo, visit [link]. About SmartAction. Related Links.

Virtual Agent 57

Virtual Agent Contact Center Healthcare Government 57

HGS

MAY 27, 2015

The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value. Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. Posted by Matthew Vallance. Widening Service Delivery Scope.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Taylor Reach Group

JUNE 28, 2018

Taylor Reach) announced today, the launch of their Leadership Training Program for Contact Center Team Leads, Supervisors, Analysts, and Managers. One of the most overlooked opportunities for Contact Centers is the training for leadership within the organization. The Taylor Reach Group, Inc.

Contact Center 68

Contact Center Consulting Consulting Government 68

Certified Languages International

MARCH 6, 2019

For contact centers, chatbots and customer self-service portals have all but replaced the need for a live call to answer simple inquiries such as “How do I get reimbursed from my flexible spending account ( FSA )?” Technology has changed how customers access information and interact with businesses. Have questions?

Contact Center 66

Contact Center Government Healthcare Chatbots 66

Outsource Consultants

SEPTEMBER 20, 2022

Open Enrollment, a time to apply for new health insurance coverage or make changes to existing plans through federal and state government programs, is fast approaching. Each year, recruiting healthcare call center agents to support the influx of inquiries regarding Open Enrollment starts earlier. Prepare for Strict Deadlines.

Call Center 67

Call Center outsourcing Government Healthcare 67

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

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. Supervisors are the contact center’s superpower if you unleash them. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Revation Systems

APRIL 30, 2020

Powered by LinkLive Healthcare, the Secure Cloud-based Contact Center Helps Arizona’s Healthcare Facilities Act Fast for COVID-19 Patients. Revation’s LinkLive Healthcare solution powers the free service that is being managed by ADHS.

Healthcare 62

Healthcare Contact Center Government Management 62

CSM Magazine

MARCH 19, 2020

To date, Avaya has helped empower over 200,000 contact center agents to work remotely, and is working with educational institutions, healthcare providers and other organizations globally to provide complementary video collaboration and communications solutions. One of the largest pharmacy healthcare providers in the U.S.

Healthcare 59

Healthcare Government Education contact center workforce 59

Taylor Reach Group

AUGUST 6, 2021

TRG) to guide the transformation of its contact center operations. The comprehensive project will involve not only assessing and benchmarking the organization’s multiple contact centers, but will develop the transformation strategy and associated roadmap to support the future mode of operation.

Benchmark 81

Benchmark Contact Center Consulting Consulting 81

ConvergeOne

JUNE 29, 2021

Healthcare: If any industry or vertical landed on the map more than ever this past year, it was healthcare. We’ve talked to more healthcare customers than any other vertical during this time, and it makes sense why: healthcare has touched all of us in some way or another this past year. Has anything changed?

Healthcare 76

Healthcare Government Analytics Technology 76

Certified Languages International

NOVEMBER 10, 2020

Primary industries served: Healthcare, government, enterprise, personal interpreter. Related: Which Is Better for Healthcare: Video or Phone Interpreters? Primary industries served: Healthcare. Primary industries served: Healthcare, government, 911 call centers, insurance, legal, refugee agencies.

Healthcare 52

Healthcare Government Enterprise Banking 52

Calltools

MARCH 30, 2022

All outbound contact centers should comply with regulations to protect data and ensure safe and ethical calling practices. This list isn’t exhaustive, and the government can fine organizations up to $500 for any TCPA violation. Healthcare. In this guide, learn about the legal frameworks in different sectors. .

Healthcare 52

Healthcare Government Education Telemarketing 52

Skybridge

JUNE 7, 2022

” It was an article about the tumultuous shifts that contact centers – and the brands that depend on them – are still undergoing today, two-plus years after the pandemic began. Today, it’s simply not enough to fare a little better than most contact centers at agent retention. Absolutely right.

Contact Center 59

Contact Center Government Healthcare Customer Care 59

Avaya

SEPTEMBER 19, 2018

Another signal of the rising relevance of artificial intelligence comes from the United States government. But what will AI mean to those who work in the contact center, and to others in government, education, healthcare and business that work to improve citizen, student, patient, or customer experiences?

Customer Care 94

Customer Care Government Contact Center Healthcare 94

Talkdesk

APRIL 2, 2020

In an attempt to get the situation under control, governments are asking, and in some cases instructing, citizens to practice social distancing and shelter in place. Essential goods and services such as grocery stores, food delivery and healthcare are witnessing never-before-seen levels of demand. Stores are closing down.

Cloud contact 57

Cloud contact Government Healthcare contact center solutions 57

Call Center Weekly

MARCH 9, 2018

By Elaine Carr, CPLP Several years ago while interviewing for my job at ICMI, an employee asked me, “What’s the biggest training obstacle for contact centers?” It should be part of a greater corporate strategy, or at least the contact center strategy. I thought for sure this must be a trick question. It creates focus.

Contact Center 143

Contact Center Gamification Transportation outsourcing 143

Calltools

JULY 27, 2022

All contact centers should adhere to regulations that advocate data protection and ethical calling practices. Failure to comply with these regulations can damage a call center’s reputation and cause outbound numbers to end up on ‘spam’ lists. government. TCPA and DNC Compliance. Scrubbing Lists.

Best practices 52

Best practices Wireless Government Call Center 52

Global Response

OCTOBER 28, 2022

Government regulations change. Regulatory compliance is having a consistent standard of adherence to: Laws established by government agencies. For example, depending on your industry, you may be most focused on varying types of compliance: HIPAA for Healthcare. SOC 2 governs businesses that handle customer information.

Government 62

Government Education Call Center Best practices 62

ConvergeOne

JUNE 29, 2021

Healthcare: If any industry or vertical landed on the map more than ever this past year, it was healthcare. We’ve talked to more healthcare customers than any other vertical during this time, and it makes sense why: healthcare has touched all of us in some way or another this past year. Has anything changed?

Healthcare 40

Healthcare Government Analytics Technology 40