Uniphore

JANUARY 21, 2022

Before looking at technological capabilities, consider these top five evaluation criteria for conversational automation: Call flow management Long call times and complex processes have long plagued healthcare CX journeys, dragging down consumer and employee experiences alike.

Healthcare 147

Healthcare Net Promoter Score Call Flow Self Service 147

Think Customers

JULY 8, 2019

Open enrollment has become a make-or-break time for insurers. based associates are legally required to assist consumers in their choices of health insurance, which can be expensive and hard to staff in different geographies. It’s an approach we at TTEC call “Smart Seasonal.”. Licensed, U.S.-based

Insurance 40

Insurance Self Service Call Flow Average Handle Time 40

Talkdesk

JUNE 18, 2020

This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. In the absence of co-workers, mentors or managers nearby to guide employees, the need for simple and effective knowledge management has intensified. ProcedureFlow makes your employees experts faster.

Industry 63

Industry Strategy Management Contact Center 63

Talkdesk

DECEMBER 23, 2020

A recent Talkdesk Research™ report, The CX Revolution in Financial Services and Insurance , in which 220 global financial services and insurance firms and more than 900 of their clients and policyholders were interviewed, found that 63% of clients believed one poor experience would motivate them to switch banks—just one.

Banking 126

Banking Contact Center Insurance Self Service 126

Magellan Solutions

OCTOBER 9, 2022

With the responsibilities that these professionals have on their plate, it can’t be avoided that attending to phone calls can be neglected. Good thing, there are outsourcing companies that are HIPAA ( Health Insurance Portability and Accountability) compliant. . They can’t take more clients’ calls then.

Insurance 75

Insurance e-support Hospitality Social Media 75

Call Experts

SEPTEMBER 1, 2022

While simple IVR systems are great for basic customer service, sophisticated ones will leverage speech recognition and help companies improve their call flow and reduce wait times. Regardless of size, call routing is a vital feature to the success of your business.

System 52

System Call Center Call Flow Customer Retention 52

NobelBiz

FEBRUARY 22, 2023

After all, contact center managers and supervisors must be able to readily determine the areas of work to enhance the degree of customer satisfaction once they have correct statistics. Shorter calls equate to more calls per agent and higher income. For instance, suppose a consumer call for an insurance claim.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52