Sep 21, 2020

Healthcare Revenue Cycle Management – improving efficiency and profitability of healthcare providers worldwide

Posted In: Healthcare, patient payments Author: Uthaman Bakthikrishnan

RCM in India The profit margins of healthcare providers in the advanced nations range from 2 to 4 percent of revenues. However, by outsourcing the revenue cycle management (RCM) operations, revenues have begun to rise to over 5% consistently for some providers. RCM is the main constituent of the profitability of healthcare providers worldwide. Several […]

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Sep 10, 2020

What drives the best practices in customer experience around the world?

Posted In: Customer Service, Uncategorized Author: Uthaman Bakthikrishnan

Recently, forbes came up with the top 25 examples of best customer experiences around the world. The bottom line is that all customers want to feel valued and be provided with convenient solutions. I am going to cover some of the examples here and also write a little bit about what empowers them to provide […]

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Sep 01, 2020

Making your call center humane

Posted In: business performance, Uncategorized Author: Uthaman Bakthikrishnan

There are multiple channels through which customers can contact your business. You have multiple channels so that the customers get to choose the channel through which they want to reach you. Some prefer to contact through social, some go to your portal and access the self-service feature, some use the chatbot, some just write an […]

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Aug 17, 2020

Keep track of everything – should this be your contact center mantra?

Posted In: Agent Efficiency, business performance Author: Uthaman Bakthikrishnan

Have you ever called a contact center and you were greeted with the following message “Thank you for calling COMPANYNAME, your call may be monitored or recorded for quality assurance and training purpose?” Well… why do contact centers have to listen in on conversations between their customers and agents? There are many reasons and perhaps […]

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Aug 10, 2020

Grow your business by punching above your weight – customer service perspective!

Posted In: Customer Service Author: Uthaman Bakthikrishnan

• Do better customer service help organizations grow? • Can customer service be a competitive differentiator? • Would you as an organization invest in providing better customer service? • Should customer service be a part of your DNA? The answer to all of the questions should be in the affirmative. Let us look at how […]

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Jul 14, 2020

Are you spending a fortune on call center technology?

Posted In: Call center technology Author: Uthaman Bakthikrishnan

When you look at the cost of a call center, there are a number of variables with varying complexities. When you contextualize these variables along with the complexities, then you can arrive at the cost of a call center. Most often than not, when a call center technology vendor submits their quote, the buying side […]

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Jul 10, 2020

Cost reduction in the time of great customer service and customer experience

Posted In: Customer Service, Retention, ROI Author: Uthaman Bakthikrishnan

A Customer case study of the online support experiences of 1000 UK adults revealed that 40% couldn’t get online answers to even the simplest questions. 100% of the respondents preferred to interact with a human being face-to-face. However, Chatbots came a close second where 85% of the respondents saw that as a blend of convenience […]

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Jul 06, 2020

Engage your customers at every step of their buying journey!

Posted In: business performance Author: Uthaman Bakthikrishnan

This looks more like a marketing automation topic where they convert a website visitor into a qualified lead. Here, we look at this from the perspective of a contact center platform. How can you engage your prospect at the beginning of their journey? You are in the business of selling gifts and making lives happier. […]

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