Insights
Knowledge is Power
Check out our collection of industry insights on a wide variety of topics in the CX world. Sort by category to find the resources you're looking for quicker.
Insights Categories:
| 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 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 ...
| Enterprise CX
E-commerce Challenges Brick & Mortar – but can Either Provide an Omni-Channel Experience?
A true omni-channel connectivity doesn’t yet exist. Instead, it’s a goal that organizations reach for to improve internal operations, customer experience and ...
| CX Culture
Where Emotional Intelligence and Customer Intelligence Intersect
Emotional Intelligence (EI) is all the rage these days in the upper echelons of customer engagement strategy discussions. If you can tap ...
| 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 Culture
Initiating Emotional Intelligence at PTP
I was sitting at dinner one evening talking to a partner about PTP’s culture when she excitedly said to me “you are ...
| Enterprise CX
The Scoop on Enterprise Connect: Cloud Computing, Data Security & a Google + Avaya Partnership?
For those of you who missed Enterprise Connect, I’ve captured some of the latest and greatest from the technology giants delivering up ...
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