by Andrew Bosko | Jul 9, 2019 | Uncategorized
Start Building Patient Loyalty by Asking the Right Questions When is the last time you reached out to your patients and asked for their honest, unvarnished opinions on your practice? Let me ask that another way: When is the last time you surveyed your patients...
by Andrew Bosko | Jul 2, 2019 | Uncategorized
How Outsourcing Makes It Easier and Less Costly to Manage Call Surges Quick question: How did your inbound call center handle call spikes last year? I’m not just talking about the predictable, seasonal upticks in volume. I’m also asking about last minute rushes that...
by Andrew Bosko | Jun 27, 2019 | Uncategorized
(Seriously, Can You Afford Not to?) In his recent article on forbes.com, contributor Micah Solomon points to a growing paradox in customer care: Advances in technology and artificial intelligence continue to enable faster automation and easier self-service. I’ll...
by Andrew Bosko | Jun 25, 2019 | Uncategorized
If you’re like most customer service managers, you’re facing a growing challenge within your own department: keeping your customer care agents on board and fulfilled at work. Retaining your best agents has never been more important – or more difficult. With...
by Andrew Bosko | Jun 21, 2019 | Uncategorized
It’s All About Keeping Distant Teams Closely Connected to Mission, Culture, and Each Other Not long ago, “working at home” and other remote working arrangements were rare perks, bestowed only on those few senior or in-demand workers who were...
by Andrew Bosko | Jun 19, 2019 | Uncategorized
As U.S. health care providers increase their focus on value-based care, there is growing focus on understanding patient loyalty – and the factors that drive or undermine it. Now, in its substantial new report, Press Ganey highlights a number of findings that may...
