Hospitals and health systems were on the front line in battling the COVID-19 pandemic, and now sit preparing to manage the vaccine rollout. Rapid responses to surging patient call volumes are critical. We’ve identified three urgent issues where healthcare outsourcing and innovative messaging technology offer fast, viable ways to ramp up support channels and optimize contact centre operations with skilled associates.
We’ve all made it through a tough year, and some of the year’s unique challenges will help to shape a more meaningful future. 2020 was more than recognising the new-normal; it was time to reimagine interactions with family, friends and coworkers, innovate everyday life and accelerate digital transformation.
In 2020, we can always use another round of happy hour. Luckily, TTEC’s Liz Glagowski reunited with CX expert Dan Gingiss for their second LinkedIn Live ask me anything, EX for What’s Next: Most Standout Trends in Employee Experience for 2021.
Most companies have Visions, Missions and Values that claim to put the customer at the heart of what they do. But when customers with outstanding payments are at their most vulnerable and really need us, are we there for them or do we subject them to a rigid and inflexible set of rules communicated to them by collections agents without consideration of the bigger picture?
As a new year draws closer, now is the time to rethink, reassess, and reimagine the customer experience. Markets continue to be roiled by unprecedented challenges and uncertainty, making it critical that businesses not only win back customers but generate new growth opportunities. Here are 3 must-have factors that will enable businesses to do exactly that, deliver a strong performance in 2021 and a foundation for future success.
How has COVID-19 affected customer and brand loyalty and what can businesses do to regain that loyalty? Here’s what industry experts, researchers, and customer experience leaders are seeing on the ground as major corporations to SMBs attempt to answer this very question.
Does your business need a call centre or a contact centre? Although these terms are often used interchangeably, there are key differences between these common business communication models. Understanding the difference between a call centre and contact centre, and how they apply to your business needs, is a critical first step to building an efficient, differentiated customer experience that drives loyalty and customer satisfaction.
As another season approaches, it’s unquestionable that communities need to ramp up capacity to test, trace, and isolate to prevent a surge of new COVID-19 cases. While contact tracing is a proven disease control strategy, government agencies can’t do it alone. Universities, healthcare systems, and private organisations also have a role to play.
The at-home environment has put digital, convenience and proactive service into hyper-drive. This applies to sales as well as customer service. Inside sales associates are turning to new ways to meet and beat sales targets.