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Why patient engagement is key to success in today’s value-based market

  Value-based healthcare is a new name for an old concept. It has always been the goal of healthcare providers to improve the health outcomes of their patients. That is as old as the Hippocratic oath to “do no harm.” But how the healthcare industry goes about it, is changing.  Driven by a totally new [...]

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Providers Must Engage Themselves, If They Want To Engage Patients

There is a lot of talk these days about patient engagement, but what does that mean when it comes to value-based purchasing? According to the National Business Coalition on Health, value-based purchasing is “a demand-side strategy to measure, report, and reward excellence in healthcare delivery.” The Coalition notes healthcare providers who are successful at engaging [...]

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RTSA : A Customer Service Benefit: The smart way to make customers happy

Real-time speech analytics (RTSA ) can help organizations mitigate employee frustrations before the breaking point occurs, resulting in significant cost savings, improved morale and happier customers. No one understands the true costs of employee turnover better than human resources (HR) professionals. Prior to the end result of “filling an empty position,” there are costs of [...]

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The One Contact Center Practice that Could Redeem Customer Service

I recently came across a couple of industry trend articles that are highly relevant to our audience and worth discussing. The first one is, “4 Customer Service Trends That Will Impact the Contact Center,” by Donna Fluss, president of DMG Consulting LLC. In the article, she talks about how customers want the companies they do [...]

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Don’t Spoil your Reputation—Protect Service via your Contact Center

Do you know who Enghouse Interactive is and what we do? At a high level, we provide technology that enables contact centers to create quality interactions with their customers. Sounds boring, right? Well it is, UNTIL your great reputation becomes spoiled by one service case where the poor result goes viral and shows up on [...]

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Analysts, Beaches, and Contact Centers

Beaches and contact centers rarely have anything in common—one might even say they are polar opposites. However, we pulled them together for our first Enghouse Interactive North American Analyst Summit in Huntington Beach, along with our executive team and a handful of top industry analysts. We chose California because we knew if the event tanked [...]

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Healthcare leaders look to the contact center for help

The contact center is becoming ever more important to the core business of hospital and medical center networks. Revenue is now being impacted by the service provided by their agents, receptionists and nurses. 84% of patients attend their appointments when reminded and readmissions are reduced by up to 25% when discharge follow-up information is communicated [...]

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Omni-Channel’s Role in Patient-Centric Healthcare

The healthcare market is evolving on multiple fronts. Advancements in technology not only enable better care, but also increase the level of “customer service” patients receive before, during, and after a visit to the doctor. After attending the recent Healthcare Call Center Times event earlier this month, I was truly impressed with how large a [...]

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Is Your Contact Center Ready for the IoT?

While the Internet of Things is largely about decreasing human involvement, the opposite will be true in the contact center. From Skype to Google Talk to federated UC mobile apps to browser-based voice or IM communications, the number of communications-enabled devices and application endpoints on the Internet is increasing dramatically. And, not surprisingly, contact centers are [...]

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How are credit unions increasing customer loyalty in 2015?

Banking and financial services customers expect an omni-channel, personalized and proactive customer experience. Credit Unions, as member-driven organizations, are inherently early adopters of technology that enables great customer communications; they are pioneers when it comes to managing service and engagement. Omni-channel contact centers are prevalent among credit unions as their members embrace the ability to interact [...]

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