by Amy Brown | Sep 23, 2019 | Call Center, Customer Experience, Market Research, Patient Experience
Why contact centers should be considered your richest source of insights. As an Operations Leader for the past 20 years, I always had responsibilities for the front line teams who communicated with our customers on a daily basis. A couple of years ago, as I was...
by Amy Brown | Aug 6, 2019 | Call Center, Customer Journey, Patient Experience
If you’ve ever spent any time on a river — particularly a river where there is a rapid current or white water — you have likely witnessed an eddy. An eddy is a circular movement of water, counter to a main current, causing a small whirlpool. It looks something like...
by Amy Brown | Jun 11, 2019 | Call Center, Customer Experience, Patient Experience
4 Questions to Consider Whether Your Company Goes Beyond the Numbers It may be true that “numbers don’t lie”, but they also don’t necessarily tell the truth. At least not the whole truth. And having a system that measures customer satisfaction or NPS is not the same...
by Amy Brown | Oct 31, 2018 | Call Center
My dad has been actively treating patients for over 45 years. He serves at a health system center-of-excellence and has access to the most current and cutting-edge technology for properly diagnosing his patients. Yet, if you ask him how he learns what a patient is...
by Amy Brown | Oct 17, 2018 | Call Center
Business leaders are investing more than ever on understanding the perspective, interests, and needs of their customers. The popularity of the Net Promoter Score and Voice of the Customer surveys have certainly increased businesses’ awareness of, and interest in,...
by Amy Brown | Oct 4, 2018 | Call Center
We’ve all been there. After trying our best to solve a problem or answer a question on our own, we find ourselves faced with the only option left: calling customer service. With hesitation or perhaps even dread, we dial the toll free number and brace for what we...
