Improving the Patient Experience
Begin with tens to thousands of interactions a day – calls, text messages, emails – across offices, departments, programs, state lines, and even international boundaries. Layer in security regulations like HIPAA, designed to keep every patient’s information private. Add in highly stressful and emotional situations involving individuals and their families. Healthcare providers face a potential […]
Analytics in the Contact Center
Goods and services crowd today’s market. Competition is fierce, with products rapidly gaining the top spot in their industry only to see challengers on all fronts. Three differentiators have emerged, common across all industries, from banking and software to healthcare and even government services: A high-quality customer experience An engaged workforce Retaining skilled employees Contact […]
Building Stronger Relationships
Unlike banks, credit unions don’t have customers, they have members. It’s a subtle distinction, but one that speaks loudly of their intent to build strong relationships with the people who entrust their money to the credit union. It clearly states, “We’re in this together!” Keeping all employees focused on business or organizational goals is a […]
7 Digital Tools for Financial Institution Contact Centers
Increasing your user engagement by 100% in three months? Sounds like an impossible goal for a credit union. But it is exactly the growth Arizona Federal Credit Union achieved by implementing a workforce optimization and engagement solution in their contact center. 7 Key Abilities of Workforce Optimization Here are seven key functions to look for […]
Can Competition Rev Up Your Workplace?
Your team makes a last minute shot just before the buzzer and… it scores! You jump to your feet and the crowed erupts in cheers. Who doesn’t love great competition? Competition raises the adrenaline and demands our focus. The workplace is no different. According to a Refresh Leadership poll, “…52% of respondents said competition was a […]
eCoaching Gets Results
The challenge with training agents is two-fold: It’s expensive. And also, it’s expensive. Yes, you read that correctly: agent training hits contact centers twice where it matters most—the bottom line. Building a Training Process First, every company needs to develop training content and then administer training, including delivery, grading, tracking, etc. There’s a large market […]
Best Practices to Train Your Workforce
Any manager aiming to engage agents and build skillsets in the contact center has considered the question, “How do my agents learn best?” Or maybe, “How does engaging agents increase their desire to learn or the knowledge they acquire?” We’ll answer those questions by exploring the term andragogy (an-druh-goh-jee) and how it applies to the […]
