Get insight, news, best practices, and other opinions on trending, industry leading, and other technology topics.
Typical decision trees like the ones you see in flow-charting applications are essentially step-by-step guides that walk a user through a process and provide them with the next best steps based on their selections. They sort complex processes into incremental steps so they are easier to follow, but that’s about the extent of the functionality for most decision tree implementations. There’s no intelligence or logic and the processes are contained in their own little boxes.
What are you going to do today to make a difference? In your life? Personal, Professional, Philanthropic? Seriously, what are you going to do? What is the one thing that you will do today that will make everything else irrelevant? Irrelevant is a strong word BUT it gets to the heart of achieving what's really important? It helps you eliminate or ease all of the other miscellaneous, less important tasks that tend to monopolize our time, and ultimately hold us back from achieving our goals."
Everybody loves a clean start. When current systems aren't working and pressures are building, it's tempting to want to trash everything and start over fresh. But what is the cost? Time, Innovation and Lost Opportunity.
Are you confused by all the hype around Robotic Process Automation? Do you have nightmares of Alexa taking over your workplace and having to slowly shut her down like Hal from 2001: A Space Odyssey? Yet, according to Harvard Business Review ““A recent survey indicates that about half of the S&P 500 will be replaced over the next 10 years, a generational change that we call “disruptive change.”” Businesses are scrambling to re-invent themselves or face the threat of “uberization” of their respective industries. As you seek out a way to adopt technologies that will enable you to transform your business like Robotic Process Automation, consider 3 guiding principles to align your endeavors for success.
According to the Gartner Hype Cycle, for Healthcare Providers, 2016, personalized medicine is an emerging trend. Much attention has been focused on the broader, more encompassing, emerging market trend of Precision Medicine (PM) after President Obama launched the Precision Medicine Initiative last year. But what is the difference between precision medicine and personalized medicine and why the “hype”?
The 2016 Gartner Hype Cycle report is chock-full of insights and predictions for leaders in healthcare delivery organizations and IT operating within the medical industry. The report identifies new applications, analytical tools, and IT developments. We want to focus on one particular aspect of the report's predictions because patient experience officers will love this technology.
The healthcare industry is transforming rapidly as a result of new and innovative technology. The healthcare call center is both a necessary cost center and also the key to future strategy. Automation is what needs to happen throughout the value chain in order to take things to the next level.
Since 1995, Gartner has been drilling down into massive amounts of data to uncover trend cycles in sectors that heavily depend on IT and tech, including healthcare. The Gartner Hype Cycle for Healthcare Providers report seeks to predict the lifecycle of tech trends based on the predictability of media and social hype. In the latest report, Gartner recognized 38 new and emerging tech area in the Healthcare Provider sector. One such area is Healthcare CRM/Contact Center Systems. This key solution, Gartner declares, is at or reaching its peak in the hype cycle, yet by many organizations, it remains overlooked as a necessary cost center.
For contact centers, effective problem solving is one of the most important skills an agent needs to possess. Unfortunately, problem solving isn’t always intuitive. In many cases, it needs to be learned through careful training and systemization.
Contact centers are important organizations. In addition to offering customer service, resolving customer concerns, and making sales, contact centers are often one of the first points of contact a customer has with a company. Because of this, it’s incredibly important that every agent employed within a contact center possesses the following traits:
3 Ways to Reduce Training Time Using Technology If you really want to reduce training time, we challenge you to look at the technology your agents are using. Is it simple to use? Does it proactively help agents? Does it make their jobs easier? If you didn't answer YES to all of those questions, you could be complicating your training efforts out of the gate due to the technology your agents utilize to manage the customer journey. One of the unsung heroes of SpiceCSM's Business Process/BPM tool is the ability to reduce the amount of time agents need to start producing at the levels of longstanding employees. Typically when bringing new agents onto the team there's a period of training, usually involving some classroom knowledge transfer, exercises, role playing, and a variety of other methods to give the agents resources to solve requests efficiently. Depending on the organization and type of business, this could take anywhere from 1 - 12 weeks, or longer. In higher turnover environments this only exacerbates training challenges and emphasizes the need to make new employees more productive in less time. Here are 3 ways you can utilize technology to help reduce training efforts:
What is iPaaS: Explaining Integration Capabilities What is iPaaS? iPaas is a cloud-based platform that allows businesses to connect their existing systems together. It provides a single interface where users can access their data from across different software platforms. This means they can view information from one application within another without having to switch between them. The platform also makes it easy for people to build new integrations by providing low-code tools that allow connections to be made with external systems.
LCAP - What is a Low-Code Application Platform The vision that SpiceCSM has from our inception was to have an application that provided the tools to customize the user experience easily and orchestrate data without the need for technical expertise. What we've been calling an "Enterprise Application Builder" is now being recognized by leading analysts as a Low-Code Application platform, or LCAP for short.
The best and most complete platform for data integration, case management, and workflow management to help transform your customer journey.
