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Top 5 Issues Facing Hospital CIOs Today

Technology Challenges for Healthcare/Hospital CIOs

Technology, such as cloud computing, is becoming increasingly attractive in the healthcare management industry. Hospital CIOs, however, now face the difficult task of optimizing new technology while still maintaining the healthcare industry's ethical standards. Here are the top five challenges faced by Hospital CIOs in implementing new technology:

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Knowledge Management: Saving Time and Help Desk Resources

Knowledge Management Saves Time & Money

Most of us can relate to a time when we couldn't find the information we needed in a timely manner. Perhaps it related to fixing a broken printer, or more seriously, answering a client's question that could make or break a deal. Either way, valuable time and resources are spent trying to resolve work-related issues. Resolving these issues is usually the charge of the help desk personnel, but when every issue is directed their way, the burden on these employees may become quite overwhelming.

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3 Steps for Integrating People and Technology

Integrating People & Technology

Unlike the plot of many sci-fi movies, the human race has yet to be dominated by artificial intelligence. And since we are not living in the world of I, Robot or The Matrix, we still need smart individuals to work alongside the technology we use. Neither can achieve maximum efficiency without the other.

Integrating people and technology is a critical step in constructing efficient collaboration within a business. A lack of integration might hold any business back from achieving its maximum potential growth.

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The Rise of IT Asset Management

Asset Management Software Systems

At first glance, "inventory" might appear to be yet another item on a company's balance sheet. However, as most businesses know, the importance of tracking inventory cannot be understated. In an economy that constantly demands efficiency, it is becoming increasingly common for businesses to adopt Information Technology Asset Management (ITAM). Although managing the life cycles of inventory can be incredibly complicated, ITAM offers clients real-time monitoring of all assets, which enables businesses to significantly lower the risk of asset loss.

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4 Characteristics of Successful IT Help Desks in Higher Education

University/College IT Help Desk Support

Colleges present different challenges for IT help desks than businesses. For starters, they have different customers and different hours. Students are extremely tech savvy, much more so than the average working adult, and possess high expectations not only for the technology available to them, but also for support.

In addition, students often use their own technology and work away from a physical campus. Unlike in a traditional business setting, in which employees mainly work on the company's devices, IT help desks must contend with compatibility issues more often.

Given these distinctions, it is not particularly surprising that a successful help desk for an institution of higher learning is fundamentally different from that of a business.

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The Importance of Customer Intelligence

Reports for Intelligent Business Decisions

More than ever, businesses are analyzing market data in an attempt to better understand consumers' buying habits. However, data is often outdated by the time it reaches businesses, or the information is too broad and generalizing to draw any real conclusions. Analyzing market data is analogous to "looking in a rear view mirror," according to the authors of "Customer Intelligence: Connecting the Dots for Service Insight," who emphasize the importance of customer intelligence in anticipating consumer needs.

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Customer Service & Effective Technical Communication

Effective Technical Communication

Every tech-savvy person has heard (or even experienced) customer support horror stories at least once. These tales usually lament the struggle of dealing with users who seem to have no right to be anywhere near a computer: users who cannot find the "any" key, users who cannot tell the difference between the spacebar and backspace key, or users who do not even know what an operating system is.

Even though home computers have become easier to use, customers might still feel confused or frustrated. When business customers contract engineers for new software, it is often difficult for the tech-savvy to speak the language of the customer and nail down exactly what features the client is seeking. Effective communication is vital in both customer service and business-to-business relationships, and learning how to speak the language of your client is often easier said than done.

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Giva & Customer Service in a Changing World

Time for Changes in Customer Service

If there is one thing that is constant in this day and age, it is change. Today's business pace demands perfectly smooth transitions or large amounts of money can be lost from interruptions in productivity. The optimal part of change is growth. If growth is the goal, then improving customer service should be top priority. According to author Seth Godin, "Customer service, like everything an effective organization does, changes people. Announce the change you seek, then invest appropriately in a system that is likely to actually produce the outcomes you just said you wanted." In order to have the best customer service, your company needs to have the best and most up to date software that addresses your customer service needs.

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Method of Communication an Important Factor in Customer Experience

Social Media & Customer Experience

The recently released 2015 Dimension Data Global Contact Centre Benchmarking Report highlights a serious problem in the customer contact realm: the fact that customer experience levels have dropped for the fourth consecutive year, and are at their lowest level since 2011. More than half of the surveyed companies reported a connection between customer experience levels and profit growth, confirming that improving customer experience is vital to revenue.

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Benefits to Using Hosted Solutions

Call Center Cloud Computing & Devices

In a previous blog post, we discussed how important it is to have a variety of contact options for today's consumers, based on findings from the 2015 Global Contact Centre Benchmarking Report. However, many companies are finding it difficult to integrate these new options into their contact centers.

As expected, a majority of call centers have the capability to support customers over the phone and through email. These capabilities line up with the previous generation's expectations in a support center, as most customers over the age of 40 prefer support over telephone or email. However, the next generation's first choice of webchat is only supported by 45% of organizations, and 35% of organizations without webchat have no plans of offering it in the future.

According to data from the Report, an average of 79% of companies are afraid that their systems will not meet demands in the future. However, the cost of integrating a new support system can be expensive, and new software may not be compatible with older machines. One solution that the Report proposes is hosting contact centers in the cloud, which can reduce the cost of integrating a brand new system greatly while expanding support options.

In fact, the Report found that 89% of organizations currently using cloud architecture agree that it has reduced costs. Other benefits from cloud technologies noted in the Report include access to new functionality, improved flexibility, and better reliability. Yet half of the organizations surveyed do not even use hosted technologies.

Giva's customizable cloud technologies are easy to use and can save your company time and money. Read about how the Giva Difference has changed the way many companies handle customer contact on Giva's case study page!

 

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