TeleDirect

APRIL 7, 2025

healthcare, finance) 5. Use Blended Learning Methods Combine online training, classroom sessions, role-playing, and real-time coaching for maximum retention. Compliance and Security Training Legal and data protection standards are crucial for customer trust and regulatory adherence.

Call Center 62

Call Center First call resolution Best practices Gamification 62

CX Accelerator

NOVEMBER 26, 2021

In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. I am very thankful for all I learned from him, and thankful to call him my friend, mentor and coach! - Dan Brown. Erica Mancuso.

Healthcare 182

Healthcare Coaching Surveys Marketing 182

CX Accelerator

NOVEMBER 26, 2021

In March, fellow CX Accelerator community member Shane invited me to work on a project with a national healthcare provider that owns a chain of private hospitals all over Australia. I am very thankful for all I learned from him, and thankful to call him my friend, mentor and coach! - Dan Brown. Erica Mancuso.

Healthcare 182

Healthcare Coaching Surveys Marketing 182

Nuance

DECEMBER 14, 2022

With member satisfaction scores declining and healthcare [.]. The post How conversational AI helps healthcare payors transform member engagement appeared first on What’s next. But it’s also a clear indication that members now expect better service and engagement from payors—in every channel.

Healthcare 80

Healthcare Metrics Coaching Interactive Voice Response 80

TLC Associates

MARCH 3, 2020

Imagine an enrollee of a healthcare insurance provider calls the company’s contact center to discuss a service issue. Healthcare consumers are evolving before our eyes. Where patients formerly wanted answers, today they want a higher level of care in their relationship with their healthcare insurance provider.

Healthcare 65

Healthcare First call resolution Coaching Government 65

Call Center Weekly

OCTOBER 9, 2018

When we create a culture of self-care in the workplace, contact center teams become healthier, more productive, engaged and overall satisfied which in turn can reduce turnover, cut healthcare costs and simply make the environment that much better to go to every day. Jenny is also an Integrative Nutrition Health Coach.

Best practices 243

Best practices Contact Center Coaching Telecommunications 243

The Northridge Group

JANUARY 26, 2023

Start with the basics, reminding frontline staff that members are discussing their healthcare needs. To explore how your organization can benefit from Northridge’s Contact Center coaching and training program, contact us. They should open with warm greetings and narrow the focus to more nuanced principles, such as showing empathy.

Healthcare 128

Healthcare Coaching Contact Center Management 128

Balto

DECEMBER 5, 2022

Running a contact center in the healthcare space isn’t an easy task. In this piece, we’ll provide you with insights into everything you need to know about healthcare contact center software. In this piece, we’ll provide you with insights into everything you need to know about healthcare contact center software.

call center software 52

call center software Healthcare Call Center Contact center software 52

Interaction Metrics

OCTOBER 31, 2023

What’s going on with Providence’s healthcare surveys? At the end of the 25-minute interaction, the employee asked, “So, how would you rate your satisfaction with the Providence healthcare system today? And I think Providence is a great healthcare system overall. Seems unlikely. Seems more likely.

Healthcare 62

Healthcare Surveys Construction Coaching 62

Fonolo

NOVEMBER 3, 2020

From the start of shelter in place, contact agents were placed in the same category as healthcare workers — they were frontline heroes of the pandemic. Keynote Speaker and Official Forbes Coach. The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. Agents Were Our Virtual Frontline.

Contact Center 167

Contact Center Coaching Consulting Consulting 167

Calabrio

APRIL 11, 2025

This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence. However, according to our recent research, 59% of organizations fail to provide ongoing coaching and support to help agents navigate AI-driven workflows.)

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

The Northridge Group

NOVEMBER 30, 2021

Empathy fatigue is unsettling in the world of customer service, especially in high-stress industries such as healthcare, travel and finance. The voice of the customer provides valuable feedback and associates should be coached to treat all customer feedback, including complaints, as a gift. Treat feedback as a gift.

Customer Experience 151

Customer Experience Airlines Coaching Finance 151

SharpenCX

SEPTEMBER 29, 2021

Direct the focus of your coaching, your 1:1 time, and your available resources to support agents where they struggle. Employee Training Templates for 1:1 Coaching & Performance Management. Coaching is essential for employee growth and development. How do you make coaching conversations more effective?

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Balto

JANUARY 17, 2023

When it comes to healthcare contact centers, automation is far from new. So, why is automation — a technology that formed the foundation of basic call center operations — still slated to become a top trend in healthcare in 2023? Take the recent surge in call volume at healthcare call centers, for example.

Healthcare 52

Healthcare Contact Center CRM Coaching 52

Customer Guru

JUNE 29, 2018

In this episode of CX Conversations, our guest – Rajarshi Sen (Raj), Manager, Operations & Strategic Initiatives at Kamineni Hospitals – joins our host – Vivek Jaiswal – to discuss the state of customer experience in Healthcare. Post-MBA, he made his way into healthcare after a short stint at Cognizant.

Healthcare 76

Healthcare Customer Experience Management Feedback 76

CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59

IdeasUnlimited

AUGUST 16, 2022

All great healthcare services start with great communication. More than any other form of service, healthcare relies on trust as a key factor. Without the patient’s trust, healthcare services will struggle to find new patients let alone retain existing ones for a long period of time. Insurance verification. Patient History.

Healthcare 52

Healthcare Call Center Customer Service voip 52

CSM Magazine

DECEMBER 8, 2021

Headquartered in Silicon Valley, Zenarate’s AI Coach is supporting the world’s largest brands to deliver 30-60% KPI lift. Zenarate’s AI Coach simulates any customer engagement scenario immersing customer-facing team members in real-life conversations while providing real-time coaching. About Zenarate.

Coaching 52

Coaching Contact Center Healthcare Scripts 52

CSM Magazine

APRIL 20, 2023

Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams. Zenarate AI Coach is the “flight simulator” for customer and prospect engagement.

Coaching 59

Coaching Telecommunications Best practices Healthcare 59

CSM Magazine

JUNE 27, 2023

With Zenarate AI Coach, customer and prospect-facing agents master the skills necessary to succeed in their role before their first live interaction. Just like human-to-human role play, Zenarate coaches agents on tone, soft skills, and best and required practices throughout their role-play simulation.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

CX Global Media

JUNE 6, 2017

The company serves hospitality, legal, government, healthcare, life sciences, marketing communications, social media, mobile, insurance, financial services, and technical industries, as well as contact centers and utilities. appeared first on Call Center Coach. Get more human-centric and move onward and upward…faster.

Contact Center 176

Contact Center Government Healthcare Call Center 176

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Current agent coaching is leading to customer—and agent—turnover. Better call center coaching creates—and retains—better agents.

Coaching 52

Coaching Call Center Average Handle Time Telecommunications 52

CSM Magazine

DECEMBER 1, 2022

Healthcare customer care differs from traditional customer service (for industries such as insurance, banking, and utilities) but they share certain fundamental elements: Both are designed to enhance the customer experience by providing support when needed, with the goal of deepening loyalty. Proactive outreach. Product recall support.

Healthcare 52

Healthcare Customer Care CRM Self service 52

Talkdesk

NOVEMBER 24, 2020

Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. Since the healthcare call center is the main entry door for patient access, it is critical to the patient experience. Offer additional healthcare services.

Healthcare 101

Healthcare Average Handle Time Contact Center Call Center 101

CSM Magazine

DECEMBER 14, 2023

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer. For the first time, contact center leaders can seamlessly connect new agent training with live agent assessment and ongoing coaching on one comprehensive platform.

Coaching 52

Coaching Telecommunications First call resolution Contact Center 52

CSM Magazine

MAY 22, 2024

.” The report sheds light on the latest developments in Contact Center Workforce Optimization (WFO), Workforce Engagement Management (WEM) and how Zenarate AI Coach is uniquely designed to support these vital strategic initiatives. For more information, visit www.zenarate.com.

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

TechSee

MARCH 7, 2023

More than 264 million women are absent from digital society, mobile internet access opens opportunities for women to start businesses, improve their education, and access better healthcare. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her techniques are field-tested and proven.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

CSM Magazine

JUNE 28, 2022

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation. Zenarate AI Coach helps leading brands develop top-performing customer-facing teams through AI conversation simulation. Zenarate’s AI Coach is used worldwide every day in over a dozen countries, including the U.S.,

Coaching 52

Coaching Contact Center Healthcare Scripts 52

Aspect

JUNE 21, 2017

Healthcare organizations are no different but in addition to reducing costs, they also look to better clinical outcomes and enrich patient experiences. Here are a few ways healthcare organizations can do this: Scorecards and Dashboards. Organizations can set goals, link metrics, and identify trends as patients interact with staff.

Healthcare 75

Healthcare Finance Benchmark Coaching 75

CX Accelerator

AUGUST 1, 2018

Common in healthcare practices, an employee can place the code in a group chat or something similar to receive encouragement after a tough call. Jenny Hire a certified health coach to come to your office to meet with agents one on one to support them with their health and wellness goals. Nate Light queue? Sorry, shameless plug!

Contact Center 182

Contact Center Healthcare Coaching Education 182

CSM Magazine

OCTOBER 13, 2022

Roger Schmid, our licensee in Switzerland had sent the new German “Healthcare with Feelings” to my former address, and the Post Office only keeps a forwarding address for 12 months. He drove over to get it and returned to the tennis court to give me the package. This is what I call outstanding customer service.

Customer Service 105

Customer Service Healthcare Coaching Consulting 105

Call Center Weekly

MARCH 9, 2018

Will providing resources to supervisors for better coaching address the need? The variety of business that she has experienced in the contact center world includes financial services, incentives, transportation, government, healthcare, insurance, retail, and utility services, giving her a wide-ranging view of the industry.

Contact Center 143

Contact Center Gamification Transportation outsourcing 143

Integrity Solutions

MARCH 20, 2020

Last year, a healthcare client requested that we translate our flagship Integrity Selling program – traditionally an in person event – to a virtual program spaced out over multiple days. In healthcare, as in many industries, they simply couldn’t afford to have their sales team spend multiple days out of the field.

Healthcare 93

Healthcare Coaching Sales Best practices 93

Myra Golden Media

APRIL 5, 2023

For example, signposting can guide patients through complex medical procedures or provide guidance on managing chronic conditions in healthcare. In sales, signposting can help to guide customers through the sales process and build trust and rapport.

Best practices 156

Best practices Call Center call center software Healthcare 156

Myra Golden Media

APRIL 11, 2023

Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. Another example is a healthcare provider implementing a data-driven approach to optimize its contact center operations. This could involve training on product knowledge, customer service skills, and communication techniques.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

CSM Magazine

JANUARY 2, 2025

Whether its healthcare, hospitality, or retail, the ability to connect with people emotionally changes how they perceive a brand. Lets look at some examples: Healthcare: Patients want more than medical advice. Empathy fosters trust in healthcare providers and leads to better outcomes. Training isnt a one-and-done event.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

TeleDirect

DECEMBER 2, 2019

Everyone from employment psychologists to corporate-sponsored business coaches seeks a winning strategy to enhance the customer experience. On the surface, the business objectives of an insurance company appear drastically different to a healthcare firm.

Customer Experience 104

Customer Experience Business Process Outsourcing outsourcing Benchmark 104