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For many healthcare organizations, the call center is a patient’s first point of contact. Whether fielding inquiries, resolving issues, scheduling ...
The demands on small and mid-size business (SMB) teams are different from those at larger organizations. From sales and marketing ...
Patients have been seeking a broader range of services and more personalized relationships with healthcare providers for some time. Many ...
What Contact Centers Can Do Now to Address Shifting Customer Behaviors Unprecedented times in 2020 have led to ongoing changes ...
5 Customer Behavior Trends That Are Here to Stay As we discussed in part 1 of this blog series, there ...
Changing Customer Behaviors Will Impact Contact Centers in 2021 The current economic climate along with the continuing impact of the ...
Some of the most persistent complaints of customers that call into contact centers to ask a question or receive other ...
In the “Experience Economy” customers seek experiences over products and services. It’s not surprising that customer experience (CX) has become ...
What is an energy vampire? According to Judith Orloff, MD, University of California Los Angeles Psychiatric Clinical Faculty, it is ...
An automated call distribution system, commonly known as automatic call distributor (ACD), is a telephony device that answers incoming calls and ...
WFM is a powerful driver of extraordinary customer experience and service level attainment. Fine-tuned WFM forecasting and scheduling is how ...
If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with ...
