AstraZeneca Consumers Talk Real-time in an IM Format
We’re always excited to see our clients enter new territory. Take AstraZeneca, for example, which just announced its launch of ‘click-to-chat’ technology from Genesys Self-Service solutions. With the...
View Article8 Steps One Pharma Took to Increase Both ROI and Customer Experience with IVR
Common consumer perception when calling a large company and being met with an IVR’s automated menu is that the company puts that IVR in place to do nothing more than keep their costs down and keep...
View ArticleIs the Doctor In? 3 Tips for Proactive Communications in Healthcare
Knowing when to initiate a conversation with your customer can be a daunting task. With the help of a well-planned proactive communications strategy and the right technology, you can be well equipped...
View ArticleProactive Communications Relieves Contact Congestion This Flu Season
We are seeing one of the worst flu seasons in a decade with national headlines reading like fodder for a medical thriller movie like Monster Flu Hits Early . . . Country Now Experiencing High Levels of...
View ArticleHow Transparency Can Improve the Pharma Customer Experience
Even with the many technology advancements being deployed throughout pharmaceutical organizations, transparency is still a major barrier between a company and its customers. The highly regulated pharma...
View ArticleProactive Communications is the New Rich
The opportunity to provide a better customer experience is there, but is your company taking advantage of it? This is the first blog post of a three-part series in which we will address how businesses...
View ArticleHow Proactive Communications Can Improve the Customer Lifecycle
Proactive outbound communications technology has already proven to enhance the customer experience, but how does it affect the customer lifecycle from start to end? This is the second post in a...
View ArticleThe Pharma Industry’s Golden Opportunity
It makes sense, doesn’t it? As consumers we are no longer just interested in what we are buying, we’re also paying more attention to who we are buying it from – we seek out fair trade coffee and now,...
View ArticleProactive Communications Manages Customer Wellness
It is often said that being a parent can be one of the most rewarding parts of life as well as one of the most difficult. Balancing a full-time job, household chores and prioritizing family is not...
View ArticleImprove the Customer Experience with IVR: 4 Tips for Medical Providers
No one wants to spend time in the doctor’s office, but I have a four small children and it seems this past winter I spent days of my life there. But what makes the visits more tolerable as the staff...
View ArticleThe Doctor Will See You Now: What’s Next for US Healthcare
The Patient Protection and Affordable Care Act (ACA) was signed into law four years ago. It represents the most significant overhaul of healthcare in the US since the enactment of Medicare in 1965....
View Article4 Tips to Increase Win Rates and Retention in Healthcare Insurance
Healthcare insurance providers have joined the ranks of other retailers on the web trying to figure out how to make potential customers stay on the site and get enough of what they need to close the...
View ArticleCustomer Care Is Sometimes Genuine Caring
Every once in a while I am reminded that customer care is not just something that saves a company money, builds a brand, or produces an unquantifiable warm and fuzzy feeling. Especially when it comes...
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Are You Keeping Up With the Modern Consumer?
Have you ever woken up sick in the middle of the night – gripped with illness and confused about what is happening? In the past, this would have been a major issue. You could either incur the cost of...
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UPMC Delivers Digital Customer Experience with a Human Touch
When the mother of a sick child was denied medication because of an error in her health care eligibility status, that error was quickly corrected through fast phone support—linking agents and updating...
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Looking to Increase Your Employees’ Job Satisfaction? Rethink Scheduling
For my parents and the majority of their generation, a great job was one that had predictability. They went to work for the water company, an auto manufacturer or took an apprenticeship where they...
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