| CX Strategy
When it’s Good to be Redundant in IVR Design…and Life
As early as I can remember learning anything, I was taught to strive for efficiency. “Inefficient” and “redundant” were bad words, and ...
CX Strategy
Insights Categories:
| CX Culture, CX Strategy
Emotional Intelligence-Driven Voice User Interface Design
In a recent series of radio ads that feature a bereft and primitive attempt at a telephone customer experience, Ruby Receptionist entreats ...
| CX Strategy, Enterprise CX
Your Nurse Churn Rate Doesn’t Have to be 50%: Improve Scheduling & Workflow Efficiency to Improve Employee Engagement
Hospital administrators, particularly nurse administrators, have been facing increasing pressure to balance cost and quality of care. At the heart of this ...
| CX Strategy
IVR Analytics Best Practices Based on Customer Q&A
We routinely field questions from our customers about IVR analytics. I would like to provide you with insight by answering some of ...
| CX Strategy, Enterprise CX
Your most valuable resources are costing you money – and not in the way you probably think
It’s time to pull back the drapes and shed light on pervasive hospital inefficiencies. Inefficiencies in patient flow and workforce are deeply ...
| CX Strategy
The Cost of Not Having IVR Analytics
Many companies seek out an IVR solution provider to buy and build an IVR for them. This is typically quite expensive. The ...
| CX Strategy
Are we missing the mark and providing Poor Patient Experience from the beginning?
The idea of improving patient experience is not new, but we need to ask ourselves some critical questions if we truly want ...
| CX Strategy
The Dark Side of Agility: don’t let agility outweigh strategy
Organizations pride themselves in their ability to be agile throughout a technology implementation or internal process change. Generally, when an organization is looking ...
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