It is no secret that our mobile phones have become the central point of our lives—as consumers and when it comes to interacting with friends, loved ones, etc. Most industries and businesses know this, but when it comes to adopting and implementing new technology and …
Proactive Engagement
Don’t Let Millions of Dollars Sail Away
Despite outbound calling jokes, there is no denying that it’s an important business strategy. Outbound campaigns are used for collections and proactive customer contact, automated messaging and scheduled recalls. These outbound calls can provide improved customer contact through automated dialing based on business rules and …
Improving Patient Engagement with Reporting and Business Intelligence
Most private and public enterprises routinely pursue performance improvement initiatives to reduce costs, increase competitiveness and improve operations. Healthcare organizations are no different but in addition to reducing costs, they also look to better clinical outcomes and enrich patient experiences. And like any sizable organization, …
Customer Engagement Center Series: Proactive Outreach
Last week, we covered the omni-channel customer service experience as part of our customer engagement center series and this week we are continuing along the same line with proactive outreach.
We’ve discussed the ‘Now Consumer’ before, and how what consumers want and expect out of customer …
Building Long-Term Loyalty Through Proactive Customer Engagement
To truly build long-term customer loyalty, companies need to move from transactional interactions with their customers to building company-customer relationships. The first step to building these relationships is engaging with customers beyond basic one-way dialogs. Customers don’t feel valued when they have to take the …
2016 Customer Service by the Numbers – A Year in Customer Service Statistics
From a customer service standpoint, we’ve established that 2016 was the year of the chatbot but that’s not the whole story. Omni-channel customer service, cloud contact centers, and personalization are all customer experience themes that grew in 2016 and will only continue to get stronger …
The Impact of Wearables on the Patient Experience
Recently, I was in a big rut. I was just going through the motions when it came to working out and I was not on my game with my diet as much as I could be. It’s not like I eat a lot of sweets—I …
How Proactive, Omni-Channel Care Improves Collection Rates
Forty-three percent (43%) of consumers say having multiple billing and payment options improves satisfaction with their biller. (Fiserv, Inc.) When those options are seamlessly managed across different channels in a way that presents your business as a single, customer-focused entity, your chance of successfully collecting …
Spotlighting the Benefits of Adopting Centralization to Alleviate Provider Fear
Advances in information technology software and telephony systems have led to a transformation in how hospital systems deliver patient care and increase patient satisfaction. Similar to many other industries, changes in healthcare can trigger fear in patients, front-end staff, and clinical providers. Change …
How to Prevent a Customer Experience Blackout
Summer storms have been particularly strong across the United States. During the month of May tornadoes and have wreaked havoc on much of the South and Midwest with the most tornadoes seen in one month in the last twenty years. The impact of these storms …