The healthcare industry has long been associated with impersonal experiences, with patients feeling like they are just a number in a system. However, there has been a growing recognition of the importance of providing exceptional customer service in the healthcare industry in recent years. Patients now have higher expectations regarding...
How adopting a “Continuous Improvement” mindset can add value for your customers and drive more revenue to your business. You just managed the successful implementation of your SaaS company’s product and the client is happy. Good for you! As an excellent Customer Success Manager, you know that your job is...
As the BPO industry moves into 2023, it is set for significant transformation with the advent of cutting-edge technologies and trends. Advancements in AI, cloud-based solutions, and omnichannel communication drive innovation and enable organizations to enhance customer experience, streamline operations, and gain a competitive edge. BPOs emphasize technology to provide...
Technology integration in contact centers is playing a vital role in enhancing agents’ efficiency and improving the customer experience. One of the main areas of focus is using automation and AI to handle routine tasks and free up agents to focus on more complex interactions. Data and Analytics Another way...
As we look to 2023, the contact center industry is poised for significant change as new technologies and trends emerge. Advances in artificial intelligence, cloud-based solutions, and omnichannel communication are driving innovation and allowing organizations to improve customer experience, streamline operations, and gain a competitive advantage. Companies are placing greater...
The core of any company is customers. Not just any customers, but happy and loyal customers that is. Listening to current trends, specifically what your customers want, is how to create and keep those people enjoying your business and services. As technology has grown and become more accessible, people demand...
As As the holiday season approaches, every team starts to feel that seasonal spike in business. While many people find this time to be very exciting and joyful, for some employees it is the time of year that their most demanding work is anticipated. The customer service industry is overflowing...
etween developing and maintaining a mobile app, corporations stand to spend thousands on a service that might not be used very often. One user’s tweet went viral when she cited the popular opinion that customers don’t want to download native apps for each business they support. As customers become increasingly...
What is an API An application programming interface (API) is a way for two or more computer programs to communicate with each other. It is a type of software interface, offering a service to other pieces of software. The API is not intended to be used directly by a person...
n response to the outburst of Covid-19 and the implementation of new health regulations, the workforce had to adjust to the changes. Millions of workers who used to work in the office had to find a way to bring the office to their homes. Almost three years have passed since...
As a manager, it can seem extremely overwhelming to determine which contact center KPIs are most critical to the company’s success. In order to measure your contact center’s adequacy, let’s highlight the top five metrics to track. When there is so much hustle and bustle going on in your contact...
According to a recent HBR article, 70% to 95% of digital transformation projects fail to meet their original objectives, with an average of 87.5%. Yet, the high failure rate does not slow down the drive for the much-needed digital transformation. So, how can enterprises do better? In the article byDidier...
This article has been republished from the original source. Find theoriginal articleon HealthcareBusinessReview.com. In the wake of COVID-19, patient engagement evolved as emerging disruptions pushed patients to adopt digital avenues to engage with their healthcare providers. The pandemic also sparked behavioral changes in patients as they’ve begun to compare interactions...
The technology market has evolved dramatically over the past 10 to 15 years, and it is almost unrecognizable compared to where we were in the early 2000. These major dynamics have also impacted the Customer Experience domains and are transforming CX. We see several mega-trends in the market that are...
The Triple Aim framework, developed by theInstitute for Healthcare Improvement(IHI) in 2007, has helped many healthcare systems optimize performance and improve patient care with its three-pronged approach. Modern providers have added a fourth aim to this framework, and it’s benefitted all involved. The three areas of focus, improving patient experience,...
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Zappix transforms the user journey during customer service interactions with an AI-Powered Digital Engagement Platform- engaging through Digital Outreach, deflecting inbound inquiries using Digital Self-service, and optimizing agents’ activities using Digital Agent Assist. The cloud-based platform enables workflow automation, rapid developments, and integration to back-end systems and provides an actionable Analytics Suite.