Using Knowledge Management in Your Contact Center

Contact centers traditionally hold a reputation for being an organization’s “catch all,” receiving customer contacts that range from inquiries to requests to complaints.  Contact centers receive not only all types of customer contacts but must also support all departments within an organization, from product, to marketing, to logistics to billing. The wide variety of contacts and the...

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Healthcare is Learning from Other Industries (While Tackling Problems Uniquely Its Own)

The final blog in our series serves to summarize the ways in which healthcare can learn from the best practices / innovations of other industries, address unique trends in healthcare, and define their broader impact on the industry. Our previous blogs describe how healthcare, a system often characterized as broken, expensive, and over-regulated, can improve by looking towards other...

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Next Generation: Voice of the Customer

Firms have an unprecedented ability to listen to and understand changing customer needs. Advanced technologies turn unstructured social media posts or contact center transcripts into meaningful and actionable insights. Predictive analytics hone the noise of billions of interactions into signals that can help firms avoid scaling costly mistakes and tap into emerging opportunities.…

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Fax? Isn’t that technology extinct?

For years, I have been hearing this from everyone around me. Business and IT organizations saw the predictions that faxing would die (almost instantly when email gained popularity) and most companies did not invest in a dying technology. Why would they? A few years ago, in the early 2000s, I worked for a corporate Fortune 50 IT organization that was not investing in the technology despite the...

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What Medical Teams Can Learn From Lollapalooza

Every summer, music festivals and other production events bring priceless memories and life changing experiences to millions of attendees. These events (Taste of Chicago, Lollapalooza, etc.) are not only a good time, but also a great display of coordination, regulatory compliance, dynamic teams, and effective use of talented individuals with special social and technical skills.…

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How Do We Take Care of the Caretakers?

Our previous post in the series addressed system-level learning points for healthcare from the fast food industry’s recent business model changes. In contrast, this entry specifically focuses on what healthcare can learn from the construction industry to help reduce the frequency and severity of nurse staff injuries. It is well documented that construction-related roles are physically...

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An M&A Lesson from the Easter Bunny: Don’t Take Too Many “Hops”

Spring time is here and Easter is just around the corner.  The sight of an Easter Bunny around town is sure to get children excited about the basket of goodies that he’s bringing, but that same bunny reminded us about a recent project.  As we looked at the bunny’s “hopping,” we thought back to a carve-out and merger project when we were continuously faced with the question, “How many hops...

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Three Steps to Improve Total Rewards Synergies during a Merger Integration

Buyers, take note of different operating models and organizational structures during the diligence phase. If the target companies produce the same product or service, but are uniquely structured, more upfront work will be needed before operational synergies can be achieved. Particularly in the area of human capital, there are three activities organizations should perform in order to realize...

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Recent Healthcare Data Breaches Should Serve as a Call to Action

The trust behind the physician-patient relationship has always remained a cornerstone of patient care.  In order for a physician to make proper diagnoses and provide optimal treatment, the patient must feel comfortable providing all pertinent details about his or her condition.  The physician’s obligation to keep this information confidential is laid out in the code of medical ethics...

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