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May06

Here comes the phone-dissing generation

Posted on 06 May 2012 by Abi Chandra
One of the few perks that I have always enjoyed from this travel-intensive job is to wake up at the crack of dawn, open my hotel room door, and find a freshly delivered newspaper within arm’s reach.  I know what you are thinking, but yes, this tec ...[Read More]
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Apr26

The Insurance Blame Game

Posted on 26 Apr 2012 by Jennifer Wilson
I recently ran across an article in Insurance Networking News highlighting a report by J.D. Power and Associates entitled the ‘2012 U.S. Auto Claims Satisfaction Study.’ The report reflected the lowest customer satisfaction scores related to auto ...[Read More]
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Mar21

BPA – Why? We already have BPM! Can they co-exist?

Posted on 21 Mar 2012 by Patrick Patton
BPA – Why? We already have BPM! Can they co-exist? So your company has invested a great deal of money and countless hours into planning and implementing a Business Process Management (BPM) suite in an operating department. Now your boss starts as ...[Read More]
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Mar13

Contact Centers: Sharing Bad News the Right Way

Posted on 13 Mar 2012 by Joe Staples
This post has nothing to do with technology. However, it has everything to do with the success of the contact center. After all, the contact center's value is based on the customer experience it is able to deliver. And often times, that experience c ...[Read More]
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Mar08

Best Practice Alert! Reducing Effort Can Lead to Increased Customer Retention

Posted on 08 Mar 2012 by Janet Thalacker
Best Practice Alert!  Reduced Effort can Lead to Increased Customer Retention in Insurance. I recently read an article from the Tower Group, Winning in Contact Center Technology, which centered on the main idea that contact centers can improve th ...[Read More]
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Feb24

Customers Getting Creative in the Clouds

Posted on 24 Feb 2012 by Jason Alley
I’m sitting in the Hong Kong airport reflecting back on this week’s APAC Partner Conference in Phuket Thailand.  It was an awesome experience (of course the beautiful setting had nothing to do with it…) and between this trip and one last month to ...[Read More]
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Feb24

A Social, Mobile, Cloud Approach for Every Insurance Carrier

Posted on 24 Feb 2012 by Jennifer Wilson
They are the hot topics for every industry this year…social media, mobile apps, and cloud-based offerings. So, what’s driving this interest and feeding the buzz in the insurance industry? Sure, social media and mobile users are steadily increasing, ...[Read More]
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Feb09

An Open Letter to Customer Service Providers

Posted on 09 Feb 2012 by Murph Krajewski
Dear Customer Service Provider, My role in the Customer Service industry is that of your customer.  In the corporate hierarchy, that should place me one step directly above the CEO.  I am the lifeblood of the entire company.  Without my involvement, ...[Read More]
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Feb06

Process Mapping As-is or Not To As-is That is the Question

Posted on 06 Feb 2012 by Patrick Patton
Does your company have detailed process maps for all of their business processes?  If your company is like most my guess is that the as-is process maps are nonexistent or very outdated.  I have heard it time and time again – “we don’t have time”, ...[Read More]
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Jan17

How to Become a Now Organization

Posted on 17 Jan 2012 by Brandon Rowe
It’s important that companies recognize that their reputation can be made or broken in real time.  There should be no worse feeling than that of not knowing how your customers actually feel about your business.  As Jeff Bezos, Amazon CEO once stat ...[Read More]
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