Blog category - Customer, Patient, and Citizen Engagement

Cross-selling, the art of recommending related or complimentary products or services to existing customers, is a powerful tool for B2C enterprises. When done right, the process of cross-selling can enhance customer loyalty, increase average order values, and drive substantial revenue growth.   In this blog post, we’re diving into the benefits of cross-selling and taking a

Tired of the same old customer service story? In our hyper-connected world, customers demand more than just a transaction. They crave experiences that feel as seamless and personalized as their favorite streaming service – and 76 percent of customers get frustrated when this doesn’t happen. (McKinsey)  Omnichannel customer engagement is the secret sauce to delivering

Have you ever tried pouring gasoline into a lawnmower without using a funnel? It’s messy, inefficient, and often ends in a spill. That’s how many businesses approach their sales process. But what if there was a simple, effective way to guide potential customers from awareness to purchase? Enter: the sales funnel.  Often overlooked, a sales

In the fast-paced world of business, customer service has evolved from a mere cost center to a strategic advantage. While reactive customer service is essential for addressing issues as they arise, a truly exceptional customer experience is built on a foundation of proactive engagement.  Proactive engagement involves anticipating customers’ needs, addressing potential issues before they

The revenue cycle – that complex dance of patient care, billing, and reimbursement – can feel like a constant struggle for healthcare providers. Revenue cycle management (RCM) teams grapple with errors, denials, and sluggish payments, all while aiming to deliver exceptional patient care. But what if the key to a smoother RCM process wasn’t just

Today’s healthcare providers face fierce competition for patients’ attention. Between relentless calls, overflowing inboxes, and the constant buzz of social media, critical healthcare messages often get lost in the noise. Research from Brown University’s School of Public Health shows patients frequently struggle to recall basic details like their last physical date, upcoming screenings, or preventive

In the modern customer-centric landscape, providing seamless and efficient service is crucial for companies to thrive. Customers want answers to their inquiries now, not in two business days. At most, companies should respond to customer inquiries in 24 hours or less.  An Ipsos Mori study found that the longer a company takes to respond, the

In a world where businesses are constantly seeking new and innovative ways to enhance productivity and performance, the concept of gamification has gained significant traction. Gamification is the integration of game mechanics and elements into non-gaming environments, and it has proven to be a powerful tool for boosting contact center agent productivity.   In this blog

In today’s ever-evolving business landscape, the success of your contact center or customer service team hinges on one critical factor: agent productivity. Your agents are the frontlines of your organization’s customer interactions and play a pivotal role in shaping customer satisfaction, loyalty, and overall brand perception. To stay ahead in this competitive arena, it’s essential

Running a successful contact center requires a delicate balance of efficiency, effectiveness, and productivity. The key to achieving this balance lies in ensuring that your contact center agents are equipped with the right tools, skills, and support to excel in their roles. As a contact center manager or supervisor, it’s essential to regularly assess and