Healthcare Member Experience Innovation
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In Customer Service, Mobile is the Trend to End All Trends | Fonolo

In Customer Service, Mobile is the Trend to End All Trends | Fonolo | Healthcare Member Experience Innovation | Scoop.it
This is one reason why, ultimately, the terms omni-channel and multi-channel will be indistinguishable. The ability to do instant comparison shopping (aka ...
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Dont Sweat Metric Perfection in the Multi-channel Environment | the ...

Dont Sweat Metric Perfection in the Multi-channel Environment | the ... | Healthcare Member Experience Innovation | Scoop.it
The workforce manager's primary task is to ensure that there is always the right number of agents on the floor to maintain service levels and ensure an outstanding customer experience every time. Achieving this scheduling ...
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Importance of Multichannel Self Service

How can self service improve the customer experience? Heavy Reading's Ari Banerjee, Karl Whitelock from Stratecast, Infonetics' Shira Levine and Patrick Kell...
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People are getting mobile. Contact Centers must follow. The rise of the App explained

Sandro Parisi, CEO of Eudata, explains the role of the app today's contact center architecture. This interview is a part of the Free White Paper "The History...
Michael Bellissimo's insight:

no longer will our contact centers just be receiving inquiries by traditional telephone; they will expect to use their mobile device to tweet, click to chat or call or to access our knowledge bases for help and assistance

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How to Create One Customer Voice Across All Channels | Fonolo

How to Create One Customer Voice Across All Channels | Fonolo | Healthcare Member Experience Innovation | Scoop.it
Interacting with customers over multiple channels with "one voice" can be a challenge. Learn how maintaining that "voice" can win ...
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CATIE for Guest Self-Service

The CATIE in-room portal from Status Solutions helps hoteliers enhance the delivery of services, giving guests more options plus eliminating steps to improve...
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Webinar: Agent Productivity and Efficiency in the Multichannel Contact Center

Contact centers have clearly heard the customer's request for multichannel support! Social, mobile and other emerging channels are readily taking their place...
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An always-on world

Heavy Reading's Ari Banerjee, Shira Levine from Infonetics and Analysys Mason's Patrick Kelly investigate the impact on service providers' operations of the ...
Michael Bellissimo's insight:

when consumers are always connected this means you have lots of data available; the key is how to turn that data into actionable insights that can improve the member experience

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