Blog category - Customer, Patient, and Citizen Engagement

In the modern customer-centric landscape, providing seamless and efficient service is crucial for companies to thrive. Customers want answers to their inquiries now, not in two business days. At most, companies should respond to customer inquiries in 24 hours or less.  An Ipsos Mori study found that the longer a company takes to respond, the

In a world where businesses are constantly seeking new and innovative ways to enhance productivity and performance, the concept of gamification has gained significant traction. Gamification is the integration of game mechanics and elements into non-gaming environments, and it has proven to be a powerful tool for boosting contact center agent productivity.   In this blog

In today’s ever-evolving business landscape, the success of your contact center or customer service team hinges on one critical factor: agent productivity. Your agents are the frontlines of your organization’s customer interactions and play a pivotal role in shaping customer satisfaction, loyalty, and overall brand perception. To stay ahead in this competitive arena, it’s essential

Running a successful contact center requires a delicate balance of efficiency, effectiveness, and productivity. The key to achieving this balance lies in ensuring that your contact center agents are equipped with the right tools, skills, and support to excel in their roles. As a contact center manager or supervisor, it’s essential to regularly assess and

Average Handle Time impacts contact center KPIs from customer satisfaction to operational efficiency and agent effectiveness. It provides insight into the value of employee training programs, standard processes & resources. AHT plays a defining role in improving the customer experience and indicates an agent’s preparedness for successfully helping customers, winning a sales call, successfully collecting

Last week we started a conversation regarding the impact of the CMS’ new Medicaid/CHIP Unwinding program. If you didn’t read our initial update, I’ll briefly walk through the program details at a high level or you can access the CMS Unwinding article from last week here. Back in March 2020, because of the profound impacts

Government agencies play a critical role in the lives of citizens; whether it is in the form of benefits, social programs, and services to citizens, constituents and residents, including visas & passport processing, pension, public healthcare, public safety, housing, law enforcement & social security and even a disaster response during an emergency. As consumers expect

(Edited on 07/12/2022 to update key points) According to the Centers for Disease Control and Prevention as of February 3, 2021, over 32 million doses of the coronavirus vaccine had been administered. Nearly twice that number of vaccines had been distributed. But only 10% of Americans received both doses of the drug. While vaccines were

Part 3 of our series on campaign management for customer engagement looks at the challenges of segmentation and prioritization.   You probably understand what segmentation is and why it is important: it lets you tailor your engagement to maximize relevance and thus results. But customer engagement has to deal with two scarcities, people and time. Segmentation alone

We are continuing our 4-part series on campaign management for customer engagement discussing omnichannel. The ability to design outreach strategies across voice and digital channels is critical for engaging customers at all phases of their journey: Multi-touch, multi-channel sales sequences lift prospecting connect rates by double-digit In-person assistance of online sales triples conversion rates for