Tough topics. Real people.
Stories & advice on workplace mental health from people who’ve been through it—and are still working on it.
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!
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.
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?”