How to Improve Contact Center Performance By Optimizing Call Results
A contact center’s KPIs are largely monitored, measured, and reported by the use of call results. Call results are a pre-defined disposition, or outcome, assigned by the agent to every call. These results also contain attributes, which if not set up correctly, will return data that
Don’t Make the Fair Debt Collection Practices Act UNFAIR
A group of senators have sent a letter to the Consumer Financial Protection Bureau about the Fair Debt Collection Practices Act. Their concerns should also be your concerns.
2019 May Be the Year Healthcare Providers Finally Take Consumerism Seriously
Unlike previous years, this HIMSS conference year showcased a heightened sense of urgency to embrace technology that can adapt to consumerism in healthcare. For many, the fear of not making a change was greater than the fear of change itself. Why?
More Healthcare Companies Have Access to the Benefits of Payment Portals
We talked to a potential client about providing a payment portal solution for their organization. They were already interested, but their enthusiasm increased further after they asked a simple question – Can we add patient lab results to the portal?
The Debt Sophistication Dilemma That Can Become a FDCPA Compliance Nightmare
Midland Credit Management has a whole new understanding of the term, “least sophisticated debtor” when it comes to their collection letters.
Report Shows Top Consumer Complaints in Debt Collections
Last month, The Bureau of Consumer Financial Protection released their 2018 Consumer Response Annual Report. Revenue cycle management and accounts receivable departments should familiarize themselves with insights from 81,500 complaints highlighted in the debt collection complaint data.
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 […]
HIMSS19 Takeaways: 2019 Appears to be the Year Healthcare Providers Take Consumerism Seriously
We arrived at the #HIMSS19 Conference in Orlando excited to be first-time exhibitors. Our immediate focus was to connect with people and gain a better understanding of the needs of the current healthcare ecosystem. We used our booth space to record stories of healthcare providers and technology vendors as part of our I Am […]
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.
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.
