Tracey E. Schelmetic

Nov 21, 2024 | futureofworknews.com | Tracey E. Schelmetic

In medical practices, one of the most time-consuming tasks (especially when it comes to patient support) is the fielding of routine calls and contacts for appointments. But through the automation of many of these processes, personnel are relieved of a significant portion of rote work tasks, allowing them to focus on more complex patient support. Plus, providers can offer customers alternatives to the telephone for contacts with the practice, such as text messaging and alerts.

Nov 18, 2024 | customerzone360.com | Tracey E. Schelmetic

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Nov 7, 2024 | futureofworknews.com | Tracey E. Schelmetic

As the number of applications needed to ensure that customer transactions are completed satisfactorily continues to escalate, contact centers are increasingly struggling to eliminate gaps, silos and delays that occur when agents continually need to move between applications. Overly complex and siloed tools can slow transactions down, leading to customer and agent frustration and increasing average handle time, which becomes costly for any customer-facing company.

Nov 7, 2024 | futureofworknews.com | Tracey E. Schelmetic

Many companies today are finding it’s not enough to add sprinklings of artificial intelligence (AI) to their operations. These small deployments – known as “low maturity” – are not "reaping contact centers the kinds of returns that are worth the deployments," according to a new study. In fact, 60% of AI deployments in the contact center are low maturity, according to this new AI Maturity Benchmark Report by UJET, a provider of AI-powered cloud contact center solutions.

Nov 6, 2024 | futureofworknews.com | Tracey E. Schelmetic

To achieve customer support excellence, contact centers need to regularly engage in quality monitoring to ensure that agents are meeting the company’s standards (particularly as they're applying new company initiatives). With call center managers busier than ever, quality monitoring often lags, as the process tends to be time-intensive. Often, managers then experience what’s perceived to be “bigger fires” to put out.