When President Barack Obama signed the Patient Protection and Affordable Care Act (PPACA) into law, the healthcare industry was given the mandate to expand public and private insurance coverage while reducing costs and improving outcomes. As the legislation took effect, insurance companies and healthcare providers needed to support a more diverse patient population. Given the… Read More »
Contact centers in public utilities face increasing pressure to trim costs and find creative ways to respond. At the same time, customers have elevated service expectations based on their experience with other centers. It’s a real Catch-22. We have worked with many utilities to help them make effective use of technology as a means of… Read More »
Credit unions today face growing competition and heightened member expectations for an exceptional interaction experience. As a result, their contact centers have to find ways to raise their standards of service, and many engage contact center consultants for expertise and best practices insights. Historically, many credit union contact centers have had a difficult time garnering… Read More »