CONTENT GALLERY

Advances in information technology software and telephony systems have led to a transformation in how hospital systems deliver patient care and increase patient satisfaction. Similar to many other industries, changes in healthcare can trigger fear...Read More

Left-handed people make up 10-12% of the population and yet historically, the world around them has been designed for the other 90% – the right handers. Which is great…if you’re right handed. If you aren’t, you no doubt...Read More

We’ve all been there…  We start a transaction on a self-service channel and we run into an issue somewhere along the way and need help from a live agent. Most often it’s a frustrating experience. In order to get the agent...Read More

The bring your own device trend (BYOD), while initially held at arm’s length by most enterprise IT organizations, has led to a very notable improvement in employee efficiency and productivity in the workplace. A VMware study conducted by...Read More

The latest issue of Consumer Reports published a study on the top irritants consumers have with customer service. While the findings were not exactly surprising, they are disappointing. At least 10 of the 17 items listed can be addressed with...Read More

Summer storms have been particularly strong across the United States. During the month of May tornadoes and have wreaked havoc on much of the South and Midwest with the most tornadoes seen in one month in the last twenty years. The impact of these...Read More

Michael Schrage wrote a great piece yesterday in the Harvard Business Review on the neglected truth about customer self-service. Schrage writes that there is a difference between self-service and self-support. Self-service he notes, centers on...Read More

Every day, six billion SMS messages are sent in the US, about twice the number of phone calls made and roughly 25 times the number of pieces of first class mail processed and delivered by the U.S. Postal Service daily. Messaging apps is a $251...Read More

You want to learn how you can better meet the needs of your customers whenever, wherever and on the channel they choose. We get that. But tell that to your inbox. Or to the relentless flood of meeting invites, conference calls and pop-up projects...Read More

Traditional one-way marketing and collecting consumers’ digital footprints and identities such as phone numbers or email addresses are quickly becoming a thing of the past. Businesses used to be able to dictate their brand image to the...Read More