Patient leakage, also known as network leakage and patient referral leakage, is when a patient seeks or obtains healthcare services outside the hospital network. There are many causes of patient leakage, but a common – and very solvable – cause is appointment scheduling abandonment. This usually happens when a patient calls to schedule an appointment […]
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There’s a lot of jargon thrown around in the contact center space. From customer experience and customer journey, to customer service and customer care, are they all talking about the same thing? Does it even matter what it’s called Let’s take a step back. Looking at the big picture, we know that all these terms […]
Read More… from Customer experience versus customer service: what’s the difference?
“Customer service isn’t what it used to be.” Have you ever heard someone say this? Or maybe you’ve muttered it yourself after failing to resolve an annoying issue with a brand over the phone. It’s funny how despite technology advancing, the way that customers feel about service has somehow gotten worse. But we can’t be […]
Many years ago, I had a math teacher who always used the acronym KISS or “Keep it simple stupid.” It was written on the board in big letters and he used it to encourage us to solve complicated equations by focusing on the simple steps that we needed to get it done (instead of being […]
Read More… from 4 Tips for Keeping it Simple in Customer Service
There’s a lot of promise in the technology world. For example, when I bought my new TV, it advertised that I could speak commands into the remote instead of having to traditionally scroll through the menu options. How cool! It didn’t take long for me to realize that only one out of every 10 commands […]
Read More… from If you can’t do voice, you can’t do omnichannel
Technology has come a long way. Do you remember the days of car phones? Or when texting was done by using numbers on a keyboard instead of letters? Or what about having to carry an entire binder of CD’s just to have a diverse choice of music in the car? It’s wild to think that […]
Read More… from What’s holding back the contact center from digital transformation?
In this day and age, I rarely need to physically go somewhere to take care of a task. Technology has afforded busy people like myself the ability to multitask and get things done during a short work break or after normal business hours. However, some things still need to be taken care of in-person. For […]
Read More… from 5 Ways a Virtual Assistant Supports a VIP Experience Every Time
The holidays have ended and now it’s time to pay off those bills. For most people it’s all part of the season of giving. However, for some debt-ridden consumers, this time of year serves as a glaring reminder of their obligations. Many use the New Year as a starting point to try to make amends, […]
Read More… from How AI Can Help Overcome Hurdles and Help Brand Reputation in Collections
A happy customer is a loyal customer, and nothing is more of a cornerstone of a successful business than customer loyalty. This is true for all industries, banking included. A Forrester survey found that, among customers who felt valued by their bank, 71% planned to stay with that bank, 87% advocated for it, and 82% […]
Read More… from The importance of customer loyalty in banking and four ways to build it