How do you measure risk in your contact center?

Customer data is the lifeblood of the contact center. Your ability to deliver seamless customer experiences across multiple channels depends on it. Unfortunately, where there is data there is also security risk. The question is how do you handle that risk to reduce your company’s liability while enabling your agents to deliver the service customers... Read More

It’s Time to Get Serious about Omni-Channel Part 1

Today, every business that interacts and transacts with their customers online is beginning to plan for omnichannel adoption—or making the move already. Now the technology is moving into mainstream adoption, and the options and opportunities expand. Read this article to discover the ins and outs of omni-channel adoption and keeping up with mobile and tech-savvy... 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

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