Tough topics. Real people.
Stories & advice on workplace mental health from people who’ve been through it—and are still working on it.
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Cue the Confetti. The New Year’s Customer Service Just Got Better!
By taking action now to employ tools like ServiceSense, you can be ready for the 2025 customer service season. We don’t want to put the rush on you, but we also know there’s necessary time to build out a setup that works best for you, as well as time to test and train your teams. If you want to improve your service metrics for the 2025 year, now is the time to get those foundations in place with the help of ServiceSense.
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Are We Using AI in the Right Way?
We shouldn’t be looking for AI to replace humans, but instead enhance humans. AI provides some immense value for us in the world of customer service, but let’s be very clear: there’s something intrinsically valuable about a real, live human being. So, what’s AI’s role? It’s to enhance our abilities as humans to provide that customer service.
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The Power of Plain English in Healthcare
But, almost anyone can understand why it makes sense to simplify the process. When you do so, you get from confusion to clarity much faster. You have faster calls with less frustration for all involved. You create confident consumers who know they are using the right product, and you have better metrics all around for your customer service team.
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The Calm Before the Storm: Customer Service in Healthcare
We all know what’s coming after the new year, and at the end of the year, call centers are experiencing the calm before the storm. We all know the influx is about to come in just a few short weeks where customers have questions…and LOTS of them..The big question everyone is asking is if their team is ready.
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Is Your Customer Service Team Ready for January 1?
The rumblings are all off in the distance. Right now, call centers are all focused on hitting sales targets, but as soon as the new year hits, this shift quickly moves to servicing these new customers. There’s a huge influx about to hit. We know it’s about to hit and we’re all doing our best to be prepared. It’s the calm before the storm!
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Artificial Intelligence: The Secret Sauce for Improving Medicare Member Satisfaction and CAHPS Scores
The Centers for Medicare and Medicaid Services (CMS) has announced that Medicare Advantage (MA) Star measures are shifting and will be heavily weighted toward member experience. For 2021-2023, the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey.
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Chatbots vs. AI-Powered Agents: What's The Smartest Choice for Healthcare Member Engagement?
In many industries, every time we land on a website, there’s a tiny chatbot in the lower right corner that asks, “Can I help you with something?”