The Customer Contact Blog

A collection of expert insights and event news to help you accelerate growth.

Featured

Improving Video Visits and Other New Patient Experiences

by Chelsea Kleen, Manager, Health System Emerging Strategies, UT Southwestern Medical Center | February 23, 2021 | CC, CCE, CCS, CCW, Featured | 0 Comments

The COVID-19 pandemic has brought many new challenges in healthcare. Most importantly, providers want to ensure the highest quality of care and treatment to patients while minimizing the spread of the virus. Healthcare organizations have had to adapt quickly from their typical strategies of seeing patients in clinic, to moving towards virtual...

Webinar Week Presentation: Adjusting Your CX Strategy in the Midst of COVID-19

by Rachelle L. Dever, Vice President, Customer Relations and Brand Experience, Signature Flight Support | June 1, 2020 | CCE, CCS, CCW, Featured | 0 Comments

In this webinar you will learn how to be nimble and still deliver your CX strategy as we face the COVID-19 pandemic. Specifically, we will discuss how to face the current challenges you and your team deal with, while still being able to adjust your CX strategy and deliver well for your organization. During this uncertain time, it’s more important...

Why Call Centers Once Outsourced Overseas Are Coming Back to the U.S.

by DATAMARK | August 8, 2019 | Featured | 0 Comments

Throughout the 1990s and the first decade of the 2000s, call centers were often the poster children for jobs leaving the U.S. and being outsourced to other countries. Many businesses outsourced their call center operations to foreign countries, most often India and the Philippines, leaving U.S.-based phone centers behind in favor of less...

EXECUTIVE INTERVIEWS

Improving Video Visits and Other New Patient Experiences

Feb 23, 2021 | CC, CCE, CCS, CCW, Featured

Silver Linings in a Pandemic – “Humanizing Agents”
Key Takeaways from Customer Contact VIRTUAL:
A Frost & Sullivan Executive MindXchange

Feb 23, 2021 | CC, CCE, CCS, CCW

INTRODUCTION Agents are the front lines in handling customer emotions. Often when customers call, they have already exhausted poorly designed self-service options and are in a state of frustration by the time the agent takes the call. The COVID-19 pandemic has...

BROWSE RECENT POSTS

Improving Video Visits and Other New Patient Experiences

by Chelsea Kleen, Manager, Health System Emerging Strategies, UT Southwestern Medical Center

The COVID-19 pandemic has brought many new challenges in healthcare. Most importantly, providers want to ensure the highest quality of care and treatment to patients while minimizing the spread of...

Silver Linings in a Pandemic – “Humanizing Agents”
Key Takeaways from Customer Contact VIRTUAL:
A Frost & Sullivan Executive MindXchange

by Alpa Shah, Global Vice President of Customer Experience, Frost & Sullivan

INTRODUCTION Agents are the front lines in handling customer emotions. Often when customers call, they have already exhausted poorly designed self-service options and are in a state of frustration...