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Adapting Value-Based Principles to the Patient Contact Center

HGS

Hospital and health system leaders should evaluate the potential for adapting value-based principles to the patient contact center, and move beyond the quantitative benchmarks as a measure of their efficacy. Rather than leaning on legacy benchmarks, the modern contact center should be value-based (i.e.,

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10 Steps to Immediately Improve Customer Retention With Journey Analytics

Pointillist

The key is to benchmark yourself against competitors and similar companies but most importantly against your own past performance. Loyalty programs usually take the form of memberships that confer rewards, such as airline frequent flyer programs. The retention rate for the month is (540 – 80)/500 = 92%.

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7 Best Practices For Every Contact Center in 2020

SharpenCX

Some companies get so many customer Tweets and mentions, they have a 24/7 social team on deck to handle the requests (like our friends over at Alaska Airlines ). See why Alaska Airlines is a brand we’re crushing on. Learn 5 examples of good customer service from a top-rated airline. Ultimately, increasing first call resolution.