Blog: Customer Care
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Attendees at IQPC’s Call Center Week conference explored a wide range of topics, from cloud contact center platforms to workforce management. But, there were two themes that clearly echoed...
Improving the customer experience is a key objective for many organizations. But, the demands of customers in this ever-evolving multichannel world in which they live, work, shop, learn, and...
The state of healthcare in the United States has been in the spotlight for years, only ramping up in public scrutiny in the past months. Changes to the healthcare landscape and the influx of new...
Most people in the business community are familiar with the adage “You can’t manage what you don’t measure.” But, you also can’t make improvements to customer-facing...
This article was originally published in the Winter 2013 issue of Customer Strategist.Preparing for the future is no easy task. But savvy business leaders understand that rather than being an...
As millions of consumers flood the market, the lines between traditional insurance and consumer-driven insurance plans will begin to blur.Over time, the number of consumers purchasing healthcare...
As the healthcare landscape begins to transform with the Affordable Care Act, so must healthcare providers’ approach to customer service.Payors and providers can no longer focus solely on B2B...
Last week's Call Center Week event brought together more than 1,000 practitioners, technology providers, and other customer experience experts to discuss the latest trends in customer...
When it comes to determining the difference between a smart contact center and a genius one, the distinction is simple—intelligent contact centers use customer data to make their brands...
As markets mature and customers become scarce, executives are beginning to understand the vital role a well directed contact center plays in driving predictable, profitable growth. The contact...