Using the Workbook Download to Document Your Processes

ScreenSteps Call Center

Documentation Call-CenterIf you've downloaded the workbook to begin capturing your processes, you may be wondering, "How am I supposed to fill this thing out?".

Engaging surgeons for better documentation

Nuance

When it comes to documenting procedures, too many surgeons are dissatisfied with the status quo: documentation requirements add to surgeons’ daily burden, coding of procedures is complex and dynamic, and busy days with long procedures can have a negative impact on documentation accuracy. Our newest white paper, […] The post Engaging surgeons for better documentation appeared first on What’s next.

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Documents are dangerous

Nuance

But the hard numbers reveal that your company is […] The post Documents are dangerous appeared first on What’s next. Office productivity document imaging document security document workflowsWe spend lots of time and money on cybersecurity. We vigilantly scan our digital environments to prevent cyberattacks. We use authentication and encryption to make sure data doesn’t get into the wrong hands. And we try to get our people to practice basic email safety.

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Documentation and enterprise mobility

Nuance

With professionals increasingly on the move and many more working outside the office, it’s not surprising that documentation tasks, once relegated to desktop computing, are moving to mobile devices. Today, thanks to powerful new mobility solutions, like professional-grade documentation apps, it’s not only becoming easier, but also a growing necessity, to empower employees with the […] The post Documentation and enterprise mobility appeared first on What’s next.

The Health of the Contact Center: Are You Ready for 2019?

other trademarks mentioned in this document are the property of their respective owners. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. front line Tweet this 3The number one priority for businesses today is delivering the right customer experience and it shows no signs of. slowing down.

Supporting a healthy bottom line with clinical documentation improvement for rural facilities

Nuance

The post Supporting a healthy bottom line with clinical documentation improvement for rural facilities appeared first on What’s next. Healthcare CDI clinical documentation clinical documentation improvement community health rural healthThis post was previously posted on Healthcare IT News on February 12, 2019. Republished with permission. “I I wear a lot of hats around here.”

The documentation workflow challenge

Nuance

What is a documentation workflow and why is it important? The legacy to project management and modern-day workflows, as we […] The post The documentation workflow challenge appeared first on What’s next. In simplistic terms, it’s the systems businesses use to create, track, edit and manage the paperwork they produce day to day, and any inefficiencies, inaccuracies or gaps in this process can have a negative impact.

The pitfalls of manual documentation

Nuance

While manual documentation processes can have its pitfalls, from being error-prone, time-consuming, to less than efficient and costly, surprisingly, many professionals still rely solely on manual input […] The post The pitfalls of manual documentation appeared first on What’s next. Completing reports, filling out forms, to sending emails or responding to general notes, on any given day, professionals can spend a large bulk of their time on paperwork.

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Unstructured data growth presents a document security challenge

Nuance

It […] The post Unstructured data growth presents a document security challenge appeared first on What’s next. Office productivity document conversion document imaging document security PDF for businessUnstructured and Insecure Unstructured data is an easy target for data breaches because just about every data breach that’s ever occurred starts with information left somewhere unencrypted and without password protection.

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Keep Your Documentation Up-to-date with These 3 Tasks

Nicereply

Documentation is frequently the first interaction that a customer has with your product and brand. When someone is having trouble, 91% of them prefer to read documentation rather than ask someone for an answer. Many users prefer documentation because it helps them solve the issue on their own quickly. Documentation allows your customers to cut the metaphorical line. Here are three tasks to keep your documentation in tip-top shape.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

All other trademarks mentioned in this document are the property of their respective owners. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

The care behind document creation

Nuance

When it comes to the business-end of documentation, it’s not only the care behind what’s being documented but also the where and how it’s being captured that can help organizations improve outcomes at all levels – from business productivity, client service, to employee satisfaction, and in some instances, safety. We recently met with the chief […] The post The care behind document creation appeared first on What’s next.

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It is time to update your “skills” with document capture

Nuance

Certain […] The post It is time to update your “skills” with document capture appeared first on What’s next. Office productivity capture document captureOver the past twenty plus year, many organizations have deployed some form of electronic content management system (ECM), including Microsoft SharePoint, IBM FileNet and many others.

Tackling documentation overload in case management

Nuance

This produces an immense amount of information that […] The post Tackling documentation overload in case management appeared first on What’s next. On any given day, the work of a social services caseworker can involve navigating state and federal bureaucracies, interacting with the courts, advocating for services on behalf of clients, to helping families in crisis coordinate access to care across a myriad of private and public sector organizations.

Improve compliance with accurate documentation

Nuance

When financial advisors discuss improving financial compliance, documentation accuracy may not be the first thought that springs to mind. In fact, the foundation of any comprehensive compliance strategy should begin with accurate and complete documentation. While, on the surface, improving documentation may seem like a minor issue; in reality, it should be at the core […] The post Improve compliance with accurate documentation appeared first on What’s next.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

in this document are the property of their respective owners. New study reveals that companies must first focus on themselves. to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. 24/7 Email CX Web Chat Mobile Video Text. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. text messaging, and a company’s.

3 Tips for Customer Service Documentation

CSM Magazine

Documentation is extremely important in every aspect of customer service. At a help desk, a call center, or during a sale, documentation provides the foundation for that lead in the future. In addition, documentation allows managers to see what is working for customers and what isn’t working. Not all documentation is great, however. Here are three tips for better documentation, so your customer service is the best it can possibly be.

Improve business productivity with better documentation

Nuance

All of these, in fact, are the core tenants of documentation productivity improvement. Improving one improves the […] The post Improve business productivity with better documentation appeared first on What’s next. Look at any business productivity plan. They often center around several core elements, from the best strategies to drive efficiency; how to automate workflows to improve processes; to why flexibility makes for happier – and more productive employees.

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Set Up a Scalable Sales Process With the Right Documentation

Guru

Here at Guru, we are firm believers that you need sales documentation to build a kick-ass sales team. In fact, integrating thorough sales documentation into your processes will make your team’s selling spiel second nature and create the room for reps to have more meaningful, personalized conversations with prospects.

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How One Retail Company Reduced Support Documents by 59%

Unymira

How did a large retail company reduce their customer support documents by 59%? It wasn't with "this one weird trick" ??. Let's dive in. Case Studies Customer Experience Contact Center call center

Customer Success Needs to Grow (Up)

Speaker: Peter Armaly - Senior Director and Advisor of Customer Success at Oracle

Join this webinar with Peter Armaly, Senior Director and Adviser for Customer Success at Oracle, who will share his experiences, discuss some research, and offer guidance and opinions on the issue of Customer Success programs not being treated equal to its Sales peers.

CXpert Insights: How Process Documentation Can Add Value for Customer Service

PlayVox

Any time a family member goes into the hospital for a medical condition it’s tough and concerning on the family to process all that is needed to take into account. Add to that, the one in the hospital develops complications like pneumonia and has to be placed on a respirator.

Empowering Our Sales Team with Real-Time Sales Documentation

Guru

They provide the support and sales documentation reps need to be effective. To that end, when we set out to update our introductory sales slide decks and the supporting sales documentation, we took a knowledge-first approach. Behind every great sales team is a great sales enablement team. At Guru, our enablement team believes in using knowledge to empower all customer-facing teams to have better conversations with customers and prospects alike.

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Documentation and a Tale of Four Phone Calls

Customers That Stick

Nintendo’s documentation, their expert call center reps, and their patience with us flipped this on its head. Thanks to the way this company documented each call, what I thought would be a test of my patience turned out to be an incredibly helpful experience where each phone call felt like an extension of the last. In the end, because their documentation was so thorough, I was able to respect their time and let them help other customers while we searched the house.

Poor documentation is risky business for financial advisors

Nuance

What is poor documentation? For financial advisors, it also extends well beyond the documentation itself and can cause risk to their business – whether that risk […] The post Poor documentation is risky business for financial advisors appeared first on What’s next. In general terms, it’s anything that prevents the clear presentation of information. It lacks clarity, accuracy or the specificity required to deliver data in either written or electronic form.

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4 Strategies to Boost Agent Productivity

Speaker: Melissa Pollock, Customer Success Officer, AmplifAI

As companies continue to seek every competitive advantage available, organizations must explore new avenues for increasing productivity. With new technologies and emerging methods, managers must be both proactive and relevant in order to keep their agents engaged. This webinar will explore 4 strategies that contact center leaders can use to keep their agents and supervisors ahead of the productivity curve.

Why Daylight Savings Time has me thinking of documentation productivity

Nuance

Which then got me thinking about something […] The post Why Daylight Savings Time has me thinking of documentation productivity appeared first on What’s next. Like everyone this past weekend, I switched my clocks ahead for Daylight Savings Time, which, if you didn’t know, started in the early 1900s to conserve energy. For me, this got me thinking about gaining an hour of time during the day, but also losing an hour of sleep.

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Why better documentation can help improve financial compliance

Nuance

Today, with more advisors […] The post Why better documentation can help improve financial compliance appeared first on What’s next. Like many industries, financial advisors face unique challenges, as highlighted in a recent article in Forbes Magazine.

Echo-o! Why Internal Customers Aren?t Using Your Documentation

Mindtouch

They’ve taken screenshots, written the documents, and put them through workflow for publication. Off that documentation goes to the knowledge base. Things are generally peachy until we come to find that internal customers aren’t actually using the documentation. Maybe they don’t know certain documentation exists at all. Welcome to the documentation echo chamber. Not to mention the separate systems and documents tribal to each. The heavy lifting is done.

Taking the guesswork out of secure document transactions with integrated PDF and eSignature tools

Nuance

Doing so is a smart business decision: Not only does the technology deliver many benefits associated with going paperless—such as time and cost savings and increased productivity—but it successfully automates the “last mile” of critical […] The post Taking the guesswork out of secure document transactions with integrated PDF and eSignature tools appeared first on What’s next. Office productivity document productivity esignature PDF power pdf

Study: The Health of the Contact Center

other trademarks mentioned in this document are the property of their respective owners. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. front line Tweet this 3The number one priority for businesses today is delivering the right customer experience and it shows no signs of. slowing down.

Topdown Featured in DOCUMENT Magazine Winter 2018-2019 CCM Edition

Topdown

The Winter 2018-2019 edition of DOCUMENT Magazine includes an application article featuring Topdown and our INTOUCH product. In this article we review the top trends in customer communications management (CCM), with a focus on leveraging the cloud and content services to integrate CCM into a broader digital experience technology stack. Customer Communications Customer Experience

Customer Experience Event: Document Strategy Forum 16

Topdown

I’ll be a presenter at Document Strategy Forum ‘16 in Chicago, Illinois, at 3:00 p.m. My presentation, “ Overcoming Legacy System Challenges to Support Your Digital Channels ,” focuses on how to move beyond being document/print-focused to a mindset of digital-first communications that adapt well to whatever channel by which your customers choose to engage with you. Chicago, Illinois, May 10-12. on Tuesday, May 10, 2016.

The Problem with Proactive Documentation: Flipping the Script With KCS and Guru

Guru

you think, "Our documentation has never solved our customer’s issues. Maybe you’ve been in this scenario before. After a year of working hard as a customer support representative, you get a huge promotion. Since you’ve become the de facto subject matter expert, you’re going to be in charge of writing FAQs, process walkthroughs, and troubleshooting tips for the whole team. Finally!" I’ll turn things around!".

Why We’re Excited about Document Strategy Forum ‘17

Topdown

Document Strategy Forum ‘17 is a major trade show for the Customer Communications Management (CCM) industry. With its forward-looking focus and themes, DSF is, in our opinion, the best industry conference to get a sense of the current and future state of customer communications. Because of that, we’re really looking forward to being at DSF May 1-3 in Chicago. We hope to see you there! Customer Experience Customer Communications INTOUCH

Why Isn’t Your Documentation Public?

Mindtouch

Companies that don’t make at least some of their documentation public are likely missing a huge opportunity for self-service. Companies that don’t make at least some of their documentation public are missing a huge opportunity for self-service. Often, it’s product documentation. When they look for product documentation, they expect to find it. Because product documentation that shows up where people are looking for it inherently enables customer self-service.

How Documented Procedures Can Make Your Customer Support More Effective

Kayako

By creating documented procedures for them, you can build this trust and achieve consistent results. If the agent had documented procedures to follow, this simply would not have happened. If not, documented procedures can bring a lot of clarity to their work, what’s expected of them, and can also give them guidelines by which they act. What are documented procedures? Documented procedures (simply put) are documents that everyone in your company has access to.

Document Strategy Names Topdown 'Hot Company' in Customer Experience

Topdown

DOCUMENT Strategy Media has included Topdown in their "2016 HOT Companies in Customer Experience (CX)" list, published in the Summer '16 issue of DOCUMENT STRATEGY magazine. Topdown was one of only 19 companies in the huge customer experience solution marketplace to be profiled in the publication. Customer Experience Customer Communications

Why focusing on documentation productivity is the right move in business

Nuance

For all the talk and shifts towards all-things digital and connected in our personal lives, many businesses are still slow to make a move toward automated and optimized document processes. A recent study found that 84% of small companies, as one example, often rely on manual input methods to complete reporting and other documentation. One […] The post Why focusing on documentation productivity is the right move in business appeared first on What’s next.

3 Essential Pre-onboarding Principles: Part 1 of 3 – Develop, Document, and Strengthen Customer Lifecycle Plans

ClientSuccess

Develop, Document, and Strengthen Customer Lifecycle Plans. Principle 1: Develop, Document, and Strengthen Customer Lifecycle Plans. It ultimately comes down to whether or not they’ve developed, documented, and strengthened their customer lifecycle plans. In order to achieve greater long-term success with your clients, there are 6 steps I’d recommend related to developing, documenting, and strengthen these plans or playbooks: Step 1: Dedicate Time.