Blog: Customer Care
Recent Posts
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 differences...
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,...
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...
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...
As brands strive to offer optimal employee experiences, which in turn lead to better customer experiences, automation is one of the most valuable weapons in their arsenal. When done well, business...
Rivalries don’t just happen between opposing teams; sometimes, they can emerge within a single team. When they happen, these rivalries can cause tension, distractions, and disruptions - and impact...
Your customers expect digitally enabled experiences across channels, which add to the need for highly skilled, expert employees to serve them. The days of sole “butts-in-seats” voice volume...
With 2020 in the rearview mirror, retailers are ready to embark on a new path forward. However, it’s impossible to look ahead without acknowledging the changes that the COVID-19 pandemic has...
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 recognizing the new-normal; it was time...
Not that long ago, people had limited options when seeking healthcare: they went to their primary care doctor or, for more emergent needs, the local hospital. But these days, patients have a...