Telemedicine is Inevitable and With the Application of Customer Experience to Patient Experience, Contact Center Expertise Will Drive Successful Outcomes
Rising healthcare costs and the growing need for access to affordable health care are driving Americans to telemedicine. The convenience, efficiency, and affordability of this care model are becoming appealing options for both patients, hospitals, private practices and insurance providers.
At Times Like These, How We Respond Matters More Than Ever
Every individual, every family, every company and organization have had their lives changed by the global health crisis, the COVID-19 Coronavirus pandemic. In order to reduce the spread of the disease and to protect entire nations and economies, sacrifices are being made.
Coping with COVID-19 Call Volumes and Overwhelming Challenges
There is no letting up of the spread of COVID-19, as the global pandemic continues to move through the world’s largest countries, including the U.S., and now India and other densely populated regions where containment has been a challenge, along with treatment.
Eventus Creates Breakthrough Methodology for Creating Orchestrated Customer Experience
Eventus Solutions Group, a leading Customer Experience (CX) strategy, consulting, managed solutions and contact center technology company, today introduced a new whitepaper titled “The Orchestrated Customer Experience: CX Transformation Delivered by a Modernized Contact Center Framework.”
A Healthy Response to Global Coronavirus Pandemic Through Operational Excellence in the Contact Center
The impact of Coronavirus continues to grow exponentially, causing entire countries to shut down, entire regions to be quarantined, and public fears to skyrocket.Given the confusion regarding diagnosing and treating this potentially deadly infection, the contact centers of healthcare providers and insurance companies are struggling to manage escalating volume.
Data Driven, Customer Defined: Data For The Sake of CX Improvement
With the amount of data available today, and the increasing sophistication of systems and applications designed to support contact center and omnichannel CX solutions, it can be tempting to focus on the insights data captured and analyzed can deliver when it comes to operational improvements.
Reporting In: Brian Cantor and the CCWD Team Share Practical Insights on the State of Contact Center Technology
In their broad ranging and comprehensive new study, Customer Contact Week Digital’s “State of Contact Center Technology” this year builds on practical realities, focusing in on real world problems in contact centers that can be addressed with new technologies.
Lighting Up The Utility Industry at the Intersection of IoT & CX
The adoption of digital energy meters by utility companies has been one of the greatest success stories in the dynamic and fast-growing IoT industry.
Prepare for Oceans of Data and the New Wave of CX and Contact Center Intelligence
Every mega trend in the CX industry today generates data, whether it is personalization (delivering the preferred experience to every individual customer), security (ensuring compliance with increasingly strict privacy regulations), automation (smarter and smarter bots), augmentation (natural language processing and the development of avatars), emotion sensing, voice-to-text translation (and related search for coaching and audits) and, of course, any and all Artificial Intelligence (AI) applications which we’re seeing more of in 2020.
How An Orchestrated Customer Journey can Differentiate Energy Providers in an Increasingly Competitive, Deregulated Market
Millennials (those born after 1982) account for one-third of the adult population this year and will comprise 75 percent of the workforce by 2025. They are digital natives, and their expectations for customer service are completely different than those of previous generations, as are their expectations for their energy providers.
Cloud Providers & The Contact Center Market: How AWS & Their Competitors Are Approaching the CX Industry
For decades, the contact center industry has been dominated by traditional software, networking and outsourcing companies, with large enterprises often making decisions based on balancing the costs of customer service with the quality of customer experience, and looking at customer service at times as a “necessary evil” rather than a “great opportunity” to become more competitive.
CX as a Profit Center: What Companies Miss When They Focus On Lowering Costs Instead of Driving Better Business Outcomes
For decades, from call centers to contact centers, many businesses and organizations have looked at “customer service” as a cost center, and an increasingly expensive cost center as they and their competition are forced to respond to millennial demands for new channels in addition to traditional voice.