Traditionally, call centers monitor the calls of customer service employees using methods such as random call monitoring selection, consistent monitoring of a small sample size of employees, and a checklist that evaluates the efficiency of the call. This is all done to decrease variations between calls, increasing customer quality experiences, and combining all of the data gathered in hopes of creating a standard for all future interactions.
In the past, the concept of cybersecurity and innovation complementing each other was considered odd. Today, it is not only normal, but expected from CIOs. However, the stereotype that digital transformations and other forms of innovation would increase the occurrence of security incidents continues to affect organizational development.
The Verizon enterprise has recently issued its 2020 Data Breach Investigations Report (DBIR). The report analyzes security compromises between November 1, 2018 and October 31, 2019. It investigates cyber attack tactics, parties responsible, commonalities, motivations and popular victims, as well as helps to recommend cybersecurity measures that organizations should be adopting. Here are several key conclusions drawn from the report.
Though aimed at being a convenient alternative, telehealth practices must do their best to replicate in-person visits. With that being said, all data being shared between patient and provider is done virtually, meaning that extra precautions should be taken to protect sensitive personal health information (PHI).
For organizations of all sizes, physical equipment can present several challenges. From space constraints to the additional overhead of repairing and maintaining equipment, the liability this technology presents is no longer worth the additional strain it places on IT leaders and their budgets.
When it comes to technology, an asset management system should be an important part of any IT professional's "toolbox", serving a wide variety of purposes. It can help an organization discover efficiencies in its technology lineup. It can help to regulate maintenance schedules and even help IT professionals uncover additional uses for certain devices.
Healthcare's shift into a digitized industry with telehealth is also becoming a shift into a better customer experience. Historically, patients may receive accurate and excellent healthcare, but at the expense of a high quality customer experience.
However, with the increasingly competitive telehealth market that can now reach further than just the vicinity of a local clinic, doctors must start heavily factoring in customer experience with their telehealth services. There are multiple ways to achieve this, from employing UX/UI designers who enhance hospital and clinic sites or apps to even rebrand your organization's infrastructure in a customer-centric method.
The spread of COVID-19 into North America has left businesses and people scrambling. When it comes to healthcare, people are asking questions like, "What do I do if I am unwell and need to see a doctor?" and "Is my doctor even open?"
For the safety of patients and providers alike, most doctors' offices, which are not hospitals, have had to shut their doors temporarily during the COVID-19 pandemic. Many have transitioned to online patient care, better known as telehealth. For providers who may not have had to make this type of arrangement before, setting up this service can be a daunting task, especially if you would like to provide a service that runs smoothly. You can learn more about the tech you will need to get started in Giva's article, "What You Will Need to Set Up a Telehealth Practice: The Essentials".
Customer service can become a business' most powerful asset to gain new clients and retain existing ones. There may be situations where a great customer experience can prove even more important than the product or service itself. Therefore, a customer service strategy is crucial to the success of any business. There are multiple methods that organizations can use to create and build an outstanding customer experience culture. According to Nippon Telegraph and Telephone Corporation's (NTT), 2020 Global Customer Experience Benchmarking Report, there are several proven reasons why consolidating CX channels and moving customer service to a single platform cloud-hosted solution can be a wise and profitable move for any organization.