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Blog: Customer Care

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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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Knock Sales Out of the Park by Aligning Marketing and Sales Teams

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...

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4 Wage Strategies for the Contact Center in 2021

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...

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NRF 2021: Trends that Retailers Bet will Outlast the Pandemic

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...

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