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Blog: Digital Transformation

Recent Posts

3 Ways Healthcare Can Successfully Manage Call Volume Surges

Life is complicated and rarely goes as planned and 2020 was no exception, especially for healthcare. COVID-19 triggered waves of individuals and families looking for help and answers, well beyond...

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Elevate the Member Experience While Saving Millions—Yes It Can Be Done

Healthcare contact center agents are at the frontline of the member and patient experience by providing crucial support and information. Lack of systems integration, outdated software, inflexible...

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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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How to Bridge the COVID-19 Vaccine Gap with Digital Solutions + Human Expertise

Getting the COVID-19 vaccines to constituents in an organized and efficient manner is essential to a successful vaccine rollout and ending the pandemic. Yet, in most areas of the United States,...

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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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Top 4 Artificial Intelligence Trends to Watch in 2021

Customers may have tolerated subpar customer experiences due to COVID impacts last year, but times have changed. They are expecting easier, better, and faster CX in 2021. The most successful brands...

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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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In a Crowded Healthcare Industry, Stand Out with Stellar Patient Experience

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...

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What Financial Services Companies Must Stop Doing In Order To Compete On Customer Experience

The financial services industry has come a long way in terms of customer experience during the past decade, but that doesn't mean there isn't still a lot to accomplish. Banks, credit card...

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Startup Founders Weigh In on CX Innovation in a COVID-19 Era

Disruptive companies are designed to, well, disrupt existing industries and business practices. But what happens when companies across the spectrum of industries and sizes are disrupted by a...

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