We understand the desire to want the newest, shiniest technology advancements; they are pretty cool. We have seen firsthand in the field how, when used properly, technology truly can make a difference for patients and help the enterprise with its bottom line. We have outlined some of the different types of technology available and how they could be useful to you.
Continue readingSingola Consulting and CallMiner have partnered to host a webinar on August 25th at noon CST about the positive effects of speech and contact analytics on the patient experience.
Continue readingAn effective referral management process improves patient care, and making life easier for patients is always our first goal. But sometimes what is good for the patient is good for the bottom line, and in the case of referral management, it’s very good.
Continue readingA knowledge base, as previously discussed, is better for everyone. It empowers your contact center agents with the information they need to create happy customers. But setting up a knowledge base correctly takes time and energy. We can help.
Continue readingIf you utilize the Ultimate Agent® program, you know that once you have an updated job description out in the world, the applicants come calling. Usually companies focus on the results of recruitment, turning those prospects into employees, but effective recruitment also includes the assessment and interview process.
Continue readingOur Ultimate Agent® program starts with figuring out the cost of your turnover. It’s a lot. DMG Consulting estimated that it costs approximately $5,000 to replace and train a new agent. That is money simply thrown away.
Continue readingThe thing is, our clients are busy. Time, energy, and resources get sucked up into the day-to-day responsibilities and operations. That’s when a strategic workshop can be helpful.
Continue readingRecently, we had the chance to listen to some calls at a client’s contact center. This client has a high percentage of positive responses from their post-call survey, and all of the calls we heard ended with the customers saying that yes, they were satisfied with the quality of their service that day. Still, we ended our listening session feeling a little disappointed. What was our problem?
Continue readingWhen an agent leaves your contact center, you don’t only lose productivity while the seat is empty. Oh no. You also lose productivity the entire time it takes to train the new agent. Once training is done, you lose productivity while the new agent becomes acclimated. You lose productivity until the day the agent becomes competent in the new role. And how long does that take?
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