Regarding Your IVR: You’re Doing it Wrong

Are you trying to process calls in your IVR as quickly as possible? Or limit the number of calls that go from the IVR software to a live customer service agent? If you answered yes to either of these questions, we have news for you: You’re approaching your IVR solution all wrong. In an attempt... Read More

Improving the Customer Experience With Preferences

Customer preferences are becoming increasingly vital in customer satisfaction and loyalty. Customers prefer one channel for a certain type of interaction and other channels for different activities. Read this article to learn more about the value of customer preferences in driving loyalty and satisfaction. Read More

Financial Services Customer Engagement Means Customer Empowerment

Whether checking balances, transferring funds or paying bills, customers want to be able to access accounts any time of day, from anywhere, without relying on customer service call centers. Offering multiple channels through which customers can make inquiries and conduct transactions enhances self-service, and saves both the company and the customer time. Read More

The Voice of the Customer is Clear: It’s Our Way or the Highway

Acting on change is hard, especially with entrenched business processes. Change is not something that comes easily to companies large enough to have significant investments in CRM, ERP, or other Enterprise-class platforms that are intended to enable superior customer experience. But USAN’s Customer Engagement platform uniquely enables this kind of rapid change in a significantly... Read More

Inspire Loyalty and Save Money with Great Customer Self Service

The internet, interactive voice response (IVR) systems and mobile apps have made self service a more efficient and cost effective option for many companies. Consider this. On average, it only costs a company $1 when a customer self serves as opposed to $10 for email service and $33 for a service phone call. That is... Read More

Affordable Care Act Focuses on Healthcare Customer Engagement

In the healthcare sector, customers are far less forgiving of negative experience than they are with the retail, banking, and utilities sectors. The implications of this reality coinciding with upcoming changes to reimbursements should not alarm healthcare service providers. That is, healthcare service providers with a well integrated customer engagement strategy. Read More

Customer Engagement, a Must for Utilities

Advances in technology along with consumers who expect better service and clearer communications are driving utilities to enhance and improve their customer engagement practices. And utilities are beginning to understand and capitalize on the benefits of adopting a more customer-centric approach in their processes. Read More

Healthcare Customer Engagement Benefits from Framework

Research shows that patients who understand and take action with regard to their own health and healthcare decisions, have better health outcomes and may even have lower healthcare costs. Thus, it is imperative that healthcare providers embrace patient engagement. Read this article to learn about a new guide from the National eHealth Collaborative (NeHC) that... Read More

Reduced Hospital Re-admits Achieved with Customer Experience Management

The crackdown on re-admissions is at the center of the Affordable Care Act’s effort to erase unnecessary care and slow Medicare’s spending. Customer experience management could be a crucial aspect to your hospital's bottom line. Read this article to learn more about how customer engagement for healthcare providers can improve the patient experience and drive... Read More

Subway Social Media Snafu

This article over at FoxNews.com, ""The case of the missing inch: Why don't all Subway 'footlong' subs measure up?" demonstrates a perfect example of a customer using a company's social media page to cause problems. Subway, the world's largest fast food chain with 37,000 locations, is facing criticism after an customer posted a picture on... Read More

3 Alternatives to Contact Center Monitoring

People get used to using information their call center monitoring tools provide them, rather than getting creative and either developing or purchasing what we really need. Beyond creating yet another custom report that adds your boss’s favorite KPIs, it's time to shift strategies to maximize your time and improve your visibility into business performance. Ian... Read More