Beyond Containment
Creating better customer experiences & delivering savings by expanding beyond containment
March 28, 2019
Scratching the surface: Healthcare needs to build on its intelligent omni-channel achievements
Payers and exchanges are leveraging digital and proactive engagement with success
December 13, 2017
As you wish. An inconceivable way of serving customers.
Customer service that meets (and exceeds) customer service expectations
October 13, 2017
Three hot takes: Health plans and member service in 2017
The rise of automation and self-service
May 11, 2017
Taking the next step to address first call resolution
Sometimes it’s all about the agents
September 14, 2016
Building trust with a virtual assistant voice
Finding a voice for your brand that builds credibility and trust with your customers
January 22, 2019
Spring forward or fall back?
Saving your customers time with tailored customer experiences
November 3, 2017
Leveraging analytics to ensure superior customer service
Data can help drive improved business performance and results
June 12, 2017
Don’t call us, we’ll text you!
Why proactive engagement improves first call resolution
November 9, 2016
Step one to addressing first call resolution
The importance of capturing caller intent
August 15, 2016
No stone unturned: Reducing risk in digital government optimization
Look at other industries and countries for some assistance with virtual assistants
February 8, 2018
Boo! Scary customer service practices that make us scream
Avoid scaring customers with poor use of technology
October 31, 2017
The future is now: preparing for open enrollment 2018
Why now’s the time to adopt virtual assistant technology
June 1, 2017
How virtual assistants complement the IVR and enable first call resolution success
Connected channels are greater than the sum of their parts
October 4, 2016