November 24, 2020 Can’t stand being on hold when you call a business to ask questions or gripe or book an appointment? Of course you can’t. No one can, not least of all because the “music” that often accompanies these waits is awful. It’s a longstanding problem that has only worsened since the Covid-19 […]
Updated October 20, 2020 This article was originally published in August of 2019. Healthcare institutions face a unique challenge when it comes to providing a seamless patient experience. When patients attempt to contact a provider, they are often faced with a complex interactive voice response. In a new era of COVID-19, the patient experience has […]
September 29, 2020 The modern version of a contact center, also referred to as a call center, houses much more than headset-wearing customer service reps and rows of phones. Equipped with the latest technology and located largely in the Americas and Europe, an increasing number of them aren’t even centers in the traditional sense […]
September 24, 2020 After nearly two decades in service and one decade of being unserviceable, many of Cisco’s older phones are about to face the final curtain. Or are they? Many that heard the news in recent months have likely been panic-stricken about replacing the impacted phones. Fortunately, Cisco just issued a bit of […]
Updated September 15, 2020 by Siobhan Climer, John Irey,and Kleid Gjataj The Chief Operations Officer (COO) is the second-highest ranking executive in most corporations. A Chief Executive Officer (CEO) provides the vision; the COO executes that vision. It may seem odd to think of the COO role intersecting with the customer experience, yet that […]
The magnitude of the coronavirus pandemic has overwhelmed contact centers. How can you continue to deliver on an exceptional customer experience during Covid-19?
Here are four ways artificial intelligence improves healthcare accessibility today. Find out how conversational AI and RPA give patient’s higher quality care.
In August of 2019, the Federal Communications Commission (FCC) passed two new federal laws – Kari’s Law and the Ray Baum’s Act. How do these changes impact your business?
In 2013, Kari Dunn was killed by her estranged husband in a Texas hotel room. Her death sparked legislation – Kari’s Law – to make direct dial of 911 a Federal mandate.
With the substandard performance of Zoom, school districts and IT teams are exploring alternative secure distance learning video conference platforms that put security at the forefront of development.