Customer Experience excellence is a great marketplace differentiator. But it is only sustainable when supported by all elements within the enterprise. Tips to look at the bigger picture and proactively engage on all levels.

This two-part article tells the story of NYU Langone Health and its formation of the multi-site Patient Access Center (PAC). PAC was designed to serve NYULH’s current and future customers and to align solidly with its brand and long-term growth strategy. Part two focuses on three critical elements of an excellence-focused operation: Analytics-based Workforce Management, Learner-focused Training Design and a …

Ignored or poorly managed visibility is a chronic condition that leaves many centers suffering from enterprise isolation. Contact Center leaders must take charge of the inevitable transition to positioning the center as an enterprise strategic asset rather than a factory-like, back room operation. How to be proactive about how others view your Contact Center.

This two-part article tells the story of NYU Langone Health and its formation of the multi-site Patient Access Center (PAC). PAC was designed to serve NYULH’s current and future customers and to align solidly with its brand and long-term growth strategy. A look into the foundational elements that lay the groundwork for excellence and a stellar Provider and Patient Experience.

Reading and ongoing learning bring new ideas and opportunities to challenge existing beliefs. This is the only true way to grow. Reading has very few, if any, downsides. Insight on how reading provides new perspectives and thinking vital for running a Contact Center.

We have all spent an enormous amount of time in Zoom meetings over the past year and have accomplished an amazing amount of work. There are, however, many indicators that it may be time to examine our personal, professional and organizational approach to “looking good” when using a Zoom interface at work. Video interactions are professional speaking engagements as much …

Contact Centers have changed dramatically over the years. The competition for Contact Center resources has never been greater. Additionally, the cost of turnover is astronomical and the impact disastrous. To make it in the future, leadership needs to get down to the business of being “frontline-focused.” Strategies to implement a “frontline-focused” program in your Contact Center.

Engagement is a key ingredient in feeling valued; it is also a prerequisite for an optimistic culture. The Contact Center is a people-driven business. If you have people whose lights “have gone out,” they could be turning the lights off for your customers, as well. How to generate engagement momentum and fuel to “light the lights” of your frontline agents.

Contact Center staff are essential to the enterprise. Investing in the hiring, training, coaching, staff development, and retention of Contact Center frontline workers will yield untold gains in the months and years to come. A look into training, optimization, and performance initiatives that drove a new culture within the Penn Medicine Marketing Contact Center.

The Contact Center has played a major role in many industries during this pandemic. So much so that 82% of respondents from a recent Contact Center survey report that the business impact of Covid-19 has elevated senior management’s awareness of the strategic importance of the Contact Center. It’s time to seize the opportunity to make a case for proper funding …