8 min read
A credit union with hundreds of thousands of members can just as easily lose a significant portion of those relationships without realizing it. That's the harsh reality financial institutions need to face today.
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9 min read
Credit unions spent the last decade making access faster. Members can now open online accounts within minutes, do instant transfers, and land...
12 min read
Ever received a call from your bank trying to sell you an additional product or service? That's cross-selling, a sales technique that aims to...
9 min read
Call deflection is a way to resolve customer issues through self-service channels. It improves your operations and lowers your costs because...
8 min read
Credit unions usually think of customer service when someone asks about improving their member experience. That’s only one piece of the puzzle.
13 min read
Healthcare systems are a maze of appointments, referrals, eligibility checks, intake forms, reminders, and follow-ups. However, they're often...
10 min read
Healthcare contact centers handle more than just scheduling and billing questions now. They're daily fielding prior authorization delays and...
9 min read
Fragmented customer experience doesn't just happen out of the blue. Organizations make it possible, one disconnected system at a time. They're...
11 min read
Somewhere right now a customer opened an app and browsed for a new couch, but then got an email an hour later for a discount on shoes. Nobody signed...
10 min read
Chances are you've repeated your account details three times to your bank at some point. That's once to the IVR menu, once to the human agent who...
9 min read
It's common for call centers to hire more agents or integrate self-service options to fix their high call volumes. Neither is a permanent solution...
12 min read
Every healthcare organization wants to improve patient access, but the first instinct to hire more staff is never a long-term solution. Many access...
9 min read
If you're running a call center for a healthcare organization, you've probably been asked to cut costs while handling higher patient volumes than...
12 min read
It's not hard to convince banks that customer experience matters. Every financial institution already knows it does. The harder challenge is...
8 min read
In a way, customer service has always been built around supporting customers after they reach out. That approach creates unnecessary work and...
8 min read
Higher containment rates have long been seen as a winning self-service strategy. Every call resolved without involving an agent naturally reduces...
10 min read
Getting someone to open an account is only half the job. The harder part is giving them a reason to 'not' treat your credit union as just another...
10 min read
You don't improve customer experience by accident. Every interaction across different teams and channels has the power to shape how a customer sees...
13 min read
Healthcare organizations have no shortage of technology. It’s rare to come by a provider without outreach tools or an online portal. Yet many still...
9 min read
HCAHPS scores are no longer something hospitals can treat as a background metric. They're now central to how healthcare organizations are seen and...
8 min read
Every healthcare organization invests heavily in delivering quality care. But patients often experience only a fraction of that effort. The...
9 min read
Healthcare has spent nearly two decades moving away from fee-for-service models to value-based care. CMS actually plans to have all Traditional...
8 min read
Wait times have become one of the most visible friction points in healthcare today. This is something a patient experiences long before they ever...
6 min read
If you think about it, most collection teams inherit problematic accounts that could have been prevented much earlier. Hence, loan delinquency is...
10 min read
The first few minutes of a digital onboarding journey are all it takes for a customer to judge how the rest of their banking experience will feel. A...
10 min read
Front desks in healthcare have turned into high-volume communication hubs. What used to be simple coordination now means handling constant questions...
9 min read
Administrative work has become one of the most persistent challenges in healthcare delivery. Physicians lose hours to documentation alone and nurses...
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6 min read
Hospital readmissions don’t just happen all of a sudden. They build up in the days after discharge and are not always a clinical issue. It often...
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11 min read
Healthcare organizations using manual scheduling face a significant amount of operational strain. Their front desk gets buried in routine calls and...
8 min read
On paper, Epic gives health systems everything they need to manage patient care. In practice, keeping patients engaged still takes more than what’s...
