How to Get the Most Out of Your Post-Call IVR Survey
Why conduct a post-call survey with an IVR instead of the agent themselves? Honesty. Most consumers are less reluctant to share negative feedback through an IVR, compared to telling the agent themselves.
Five Different Studies Reveal Text Messaging Improves Patient Experience and Outcomes
PATIENT ENGAGEMENT | 10 MIN READ 5 Different Studies Reveal How Text Messaging Improves Patient Experience and Outcomes Written by Michael Wise twitterfacebookyoutubelinkedin For many of us, the idea of getting a text from our doctor’s office reminding us of an upcoming appointment might seem like standard operating procedure. However, the vast majority of healthcare providers […]
How to Recognize Hidden Compliance Landmines in Your Contact Center
Your accounts receivable and revenue cycle management teams work hard to prepare for the challenges their contact centers face every day. However, some of the more substantial risks have hidden dangers underneath them. These are landmines, and merely stepping on one could result in a cataclysmic disaster for your organization. For example, you […]
Why Technology Might Be Worthless in Your Contact Center
Technology has transformed call centers into contact centers. However, that technology can be a wasted investment if you can’t analyze and leverage the data it collects to increase agent performance.
New Study Reveals Old Collection Methods Aren’t Working
We asked 1,000 consumers about how a business could not only reach them, but get them to pay the money they genuinely owe. Their answers were surprising, and suggest some necessary shifts in strategy that could keep accounts from reaching that 30-day delinquency mark, or shorten the time it takes to collect on those already past.
7 Tips to Keep Your Emails Out of the Spam Filter
Contrary to popular belief, most email service providers (ESPs) like Gmail and Yahoo assume emails are spam—especially when you’re using a bulk email sender—until proven otherwise.
With that in mind, here’s some best practices to keep your important correspondence from ending up in your customers’ spam folder.
8 Reasons You Should Be In the Cloud
While you’ve been busy swapping out hard drives, innovative tech companies have been creating solutions to the problems your business faces every day. Here are eight major benefits to moving your business communication, payment information, and data analytics to the cloud.
15 Text Messaging Statistics Every Business Should Know
There is an evolution taking place in communication. Businesses love to track their customers by requiring them to login with a username and password for even the simplest interaction. Anyone over the age of 25 probably knows what it feels like to have over 100 online accounts.
5 Ways to Improve Patient Experience Through Text Messaging
Let’s face it, compared to other industries, healthcare adapts slowly to change. There might not be a clearer example of this reluctance to adapt than how healthcare has neglected to engage patients through text messaging.
The Real Reason Virtual Negotiation Works
If consumer perception towards used car salesman has led to the creation of an entirely new self-help marketplace, why wouldn’t those same behavioral instincts apply to debt settlement? In fact…
5 Things Creditors and Collections Agents Should Know About the People They Call
There’s an adage that says consumers who are satisfied with their experience move on with their lives, but those who are dissatisfied take time to voice their complaints. Nowhere is this truer than in the collections industry, where…
With Millennials, Customer Service Is Your Greatest Marketing Tool
The millennial mindset is blurring the lines between customer service and marketing. Smart businesses see the financial impact—both positive and negative—that comes from the quality of the consumer experience.
