When it comes to member support and customer care, healthcare is different. These interactions are rarely just transactional—a person’s well-being and life can be at stake. Healthcare organizations must transform the experience and effectiveness of healthcare support into true healthcare advocacy that centers around the member or patient and is laser-focused on helping them throughout their health journey. Beneficial health experiences are especially important for anyone with a serious health issue, and member care must be provided conscious of its effect on physical well-being, as well as mental and social wellbeing. Health issues can have tentacles that impact ...

When we talk about intelligence in the context of our businesses and industries, it’s best we first establish what is meant when we say “intelligence.” We’re not referring to the individual intelligence each of us gains in school. This is not a discussion of class curriculum or degrees received. Business intelligence is the intelligence gained through the process of developing various data sets into an actionable deliverable. Intelligence is the information used to support a decision process. Business Intelligence and Analytics Process Information is the output of analysis performed on a report or a collection of reports. The analysis can be purely ...

For ResultsCX, a business process outsourcing (BPO) company, keeping up with shifting customer expectations means acting with agility. ResultsCX provides call-center technology and staffing services for brands in nine key verticals, including top-level telecoms, major healthcare providers, big insurance companies, and online retailers. It supports many Fortune 500 companies, handling more than 71 million customer service calls a year, managing automated support bots, and analyzing data. With Azure Virtual Desktop in place, we can actually give faster turnaround times than the timing requested by our customers. And that ability is revenue influencing. Arthur ...

By Becky Watkins, Senior Vice President, Relationship Management When Microsoft announced its recent deal to acquire Nuance Communications it told the world that the healthcare industry is serious about leveraging the latest and greatest technology solutions to advance the industry significantly into the future. For several years now, healthcare has been leveraging more technology – in all facets including patient care, physician charting and documentation, medical technology and procedures, and especially facility amenities. The deal with Nuance is of particular interest because it will enable more physicians to leverage speech recognition technology ...

This blog post is part of our ResultsCX thought leadership series. Its author, Dr. Jim Sullivan, leads the Enterprise Business Intelligence operation at ResultsCX, which employs advanced analysis to identify and eliminate root causes for client CX challenges. Prove Yourself Wrong (I Dare You) The information age has increased the quantity of data to which we have access, and it has expanded our capacity to interpret and consume the resulting information. Much of this information has been created through one form or another of analysis. To understand information more fully, it is helpful to understand basic analysis first. A primer on basic analysis ...