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Blog: Customer Care

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3 Ways to Incorporate Wellness into Content Moderation for a Healthy Workforce

Social media enables people of various backgrounds, cultures, and communities to connect and share special life events. It has also become an uncertain ground for malicious content. Misinformation,...

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How to Reinvent the Citizen Experience: Turn COVID-19 Quick Fixes into Real Change

This guest article first appeared on Route Fifty When the COVID-19 pandemic hit, government agencies and organizations were forced to quickly innovate to meet a sudden rise in citizen inquiries and...

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Captive Center vs. Outsourcing: How to Pick the Right One for your Customer Service Needs

There’s no overstating the importance of having high-quality contact centers. These centers are often where customers interact with a brand more directly, and their experiences can bring...

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3 Critical Strategies for Retail Pharmacies During Vaccine Rollout

For millions in the U.S., community pharmacies are at the forefront of the nearly 330 million people seeking vaccinations and related services. The challenges are immense, patients need information...

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3 Ways to Build Insightful Client Relationships with QBRs

The most meaningful client relationships aren't always built during the sale, but after. Quarterly Business Reviews, QBRs for short, are meetings with clients that that have the potential to...

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Offshoring, Onshoring, Nearshoring: So Many Shores, So Little Time

The growing remote work culture has business leaders looking for the best talent not only in their locality but across continents. The rise of the open talent economy, remote work, and...

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How to Create a Differentiation: Customer Service vs. Customer Experience

In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial...

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3 Ways Contact Centers Can Deliver on Digital Expectations

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line of large volumes of people in need for support,...

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The CMS Five-Star Quality Rating System is Changing. Here’s How to Stay on Top

The Centers for Medicare and Medicaid Services (CMS) is raising the stakes on patient and member experience for health insurance organizations. CMS recently introduced changes to its Five-Star...

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Customer Experience vs. Customer Engagement: Here are the Vital Differences

Customer experience (CX) and customer engagement may seem like different names for the same concept, but they aren’t. While companies sometimes use the terms interchangeably - and, even more...

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