36 Contact Center Metrics You Can't Ignore
As the old saying goes, 'you can't manage what you can't measure'.
With the abundance of resources now that are now available to track nearly every interaction, contact centers are adopting principles and procedures that lend to the continuous improvement revolution that originated in manufacturing and has since reached telecommunications. Contact center managers are no longer wondering what data they should be tracking and, instead, are inundated with a sea of statistics. This only adds to the complexity of a contact center manager's day as they now have to discern which metrics are most important for their business unit.
For this reason, we've compiled some of the most widely recognized contact center metrics. Beyond a mere definition, we've added business-level details that will let you know why each metric is important and what specific drivers are associated with each to give you the context you need to make real-time decisions that can immediately benefit your bottom line.
Abandoned Call Rate
What is Abandoned Call Rate?
Shrinkage is the term used to describe calls that have been dropped or abandoned by the customer -- in other words, calls a business doesn't receive.
Why is Abandoned Call Rate important?
Shrinkage has been estimated as anywhere between 6.2% and 12% of typical contact center transactions. For some businesses, this is an acceptable cost to pay in order for increased efficiency, communications bandwidth, and customer satisfaction.
What drives Abandoned Call Rate?
Shrinkage costs contact centers millions of dollars in the U.S. each year -- a far bigger problem than any other for the contact center industry. In fact, recent research suggests that losses due to shrinkage represent as much as 2.5 percent of total sales in some industries.
How do you calculate Abandoned Call Rate?
Shrinkage is a term used in business to describe items calls by the organization that should have been handled. This diminishes the overall profitability of the company. In most contact centers, shrinkage refers to calls that are lost and not logged into the system properly or reported correctly by agents. As with any business, losing data or otherwise failing to report it correctly can impact the overall health and profitability of the organization.
Agent Attrition Rate
What is Agent Attrition Rate?
Contact center attrition refers to the number of employees that stop working at a contact center. This number is normally high, and it continues to rise as more agents leave their jobs. Agent attrition rate can be used to measure how well the management team is managing the employees, and how well they are treating them. You can see how your contact center stacks up against others in regards to agent attrition rate by comparing numbers every month. A low agent attrition rate means that you have done a good job at keeping your agents engaged.
Why is Agent Attrition Rate important?
Contact center attrition rate is a combination of voluntary separation and involuntary loss. It will correlate closely with other quality factors such as First Call Resolution. Recognizing that most contact centers would like to prevent involuntary separation, the most frequent way to make a positive change in your attrition rate is to make improvements in First Call Resolution which significantly lowers involuntary losses.
What drives Agent Attrition Rate?
An alarming trend among contact centers is the typical annual attrition rate of 25-40% caused by agent burnout. This statistic poses a direct and negative impact on the overall performance of contact centers, especially in smaller organizations with limited resources.
How do you calculate Agent Attrition Rate?
Attrition rate is the percent of full-time agents who leave your contact center in a given time period. You calculate this by subtracting the number of new hires from the number of agents who left in that particular time period. The result is divided by the total number of full time agents. The resulting number is then multiplied by 100.
What is Agent Engagement?
Agent Engagement is a measure of the level of interest expressed by agents in their work. Also known as call-center quality and performance, agent engagement can be measured through such factors as: commuting time to the workplace, average length of shifts for phone agents, frequency with which employees ask for a transfer from one contact center to another or quit outright.
Why is Agent Engagement important?
Agent engagement is an important issue in contact centers as it is the central component to the achievement of organizational goals. It requires more than merely giving your employees pleasant jobs and enough freedom, autonomy and tools to perform them. The ability to engage your agents is critical to your success as a contact center manager.
What drives Agent Engagement?
Agent Engagement is driven by a combination of company culture and management tools that promote job satisfaction, job performance and positive customer experience through engagement. Contact center managers will increase Agent Engagement by creating an environment where contact center agents feel supported, have a high level of autonomy, and feel incentivized to work together to achieve common goals.
How do you calculate Agent Engagement?
Agent engagement is the level of a support agent’s activity, calculated as a numeric score that ranges from 1 (lowest) to 5 (highest). This engagement score can be optionally assigned to each agent ‘per contact’ and used to prioritize technical issues. The score does not take into account agent skills or other qualitative factors such as caller type. Summarizing or comparing individual agents or departments will give you an indications of where to allocate resources to increase agent engagement.
Agent Schedule Adherence
What is Agent Schedule Adherence?
A key indicator of an effective contact center system is agent schedule adherence. This metric measures employee adherence to a prescribed work schedule, and the ability to accurately predict employee work schedules across multiple shifts. Poor scheduling can lead to high turnover rates, low performance scores, and poor customer service scores. Breaking down the overall business objectives for any given contact center, this metric helps organizations see how their individual agents are performing in relation to best practice standards and expectations.
Why is Agent Schedule Adherence important?
Agent schedule adherence refers to the adherence of agents to their schedule, which is an important metric as it focuses on one of the most important metrics in our contact center, efficiency. In general, this metric is focused on ensuring that agents stick to their schedule so that it matches the expected number of calls each agent must take in order to meet SLA's and business objectives. Contact centers will have differing levels of adherence for different days and time periods during the week.
What drives Agent Schedule Adherence?
We believe that any contact center that achieves a high level of adherence will most likely do so by looking beyond traditional time management methods and addressing elements such as the agent's overall workload, the number of open shifts created by managers and operators, and the various tasks assigned to agents. The more agents are involved in activities other than work, the greater the compliance risk.
How do you calculate Agent Schedule Adherence?
Adherence is the percentage of an agent's scheduled hours worked. If an agent has a schedule of 9AM-5PM, and attends work from 8AM to 5:30PM on that day, adherence for that agent would be 89%.
What is Agent Turnover?
Agent Turnover is the rate of staff exiting the workforce within a given time period. This can be for reasons, such as retirement or resignation. Agents leaving the organization for any reason are included in this turnover number.
Why is Agent Turnover important?
Agent turnover is the rate at which agents leave a contact center. When there is an increase in agent turnover, agents are more likely to not show up for work or call in sick. What does this mean for the business? When this happens it can lead to response time increases, higher costs per contact and lost opportunities to sell new products and services.
What drives Agent Turnover?
Drivers of agent turnover include: negative relationships with supervisors; cliques and social grouping within the contact center; agents not able to contribute positively to the team, ineffective training, high stress level due to work pace, lack of recognition, lack of career development opportunities, limited amenities or perks at contact center such as on-site cafeterias and gyms, and fear of losing a job.
How do you calculate Agent Turnover?
Agents can quit or be fired from the contact center. Agent Turnover is a ratio that accounts for both quits and terminations. The calculation is fairly simple: (# of quits X 100%) / (# of quits + # of terminations).
What is Agent Utilization?
Agent Utilization is the total number of available agent talk time per hour divided by agent scheduled talk time per hour. It can also be thought of as how much a contact center agent is being utilized, where a high number equals better utilization.
Why is Agent Utilization important?
Agent utilization is a metric that tells us how effective agents are at answering calls. This metric informs how agents are prioritizing their work, and if they are wastefully spending time on tasks that aren’t as useful.
What drives Agent Utilization?
Efficiency and effectiveness of contact center operations are built on key metrics such as Agent Utilization. The volume of calls answered by an Agent, and how many Agents are handling customer calls at any given time, directly drive cost per contact.
How do you calculate Agent Utilization?
Agent Utilization is a Contact Center Performance Metric that measures how effectively you are using your agents. This metric is calculated computationally and can be determined by the number of calls each agent was working on concurrently, as well as the number of calls each agent handled in an hour. Agent Utilization = Number of concurrent calls / Number of handled calls per hour.
What is Attendance?
Without attendance management, contact center managers are out of the loop when comes to their employee's hours. By integrating some form of automated time tracking into your ticketing system, agents can view the status of their colleague's shifts and reschedule any missed employment at the touch of a button. By using effective time tracking, businesses can realize a 20% increase in productivity by being able to manage their workforce more effectively.
Why is Attendance important?
To determine an employee's eligibility for bonus or eligibility to request/receive time off, attendance is a key component of any progressive business. A company can run at its highest level by ensuring that employees are allotted a certain amount of time for vacation and sick leave. These individuals who consistently miss work without ample notice, or show up five minutes late and throw off the entire operation strive to turn a productive environment into one of chaos.
What drives Attendance?
What drives attendance? When asked that question we find that the most important factor in determining attendance is whether someone needs a paycheck. But there are other factors as well.
How do you calculate Attendance?
The calculation of attendance is based on the work schedule. The number of hours worked by a staff member divided by the number of scheduled hours per week multiplied by the number of weeks these hours were worked equals the average weekly attendance.
Average Call Abandonment Rate
What is Average Call Abandonment Rate?
What is average call abandonment rate? It's an industry standard of time percentage that a customer waits in queue before hanging up, before any representative answers; also known as ACAR. It is calculated by the number of callers who hang up during the hold period divided by the total time of all calls taken.
Why is Average Call Abandonment Rate important?
Average call abandonment rate represents the average percentage of calls that are terminated by a customer prior to the customer contact being answered by an agent. This metric provides a comprehensive measurement of the level of service a company is providing customers by measuring how satisfied customers are depending on the amount of effort they have to put into getting the help they need.
What drives Average Call Abandonment Rate?
A contact center’s average call abandonment rate is a critical factor in evaluating the quality of a company’s contact center and can directly impact customer satisfaction. Customers will inevitably abandon calls to customer service departments, whether they are unable to navigate the automated voice response system, are put on hold for too long, or simply because of bad customer experiences.
How do you calculate Average Call Abandonment Rate?
Use this formula: For a given month, the ACAR is calculated as the total number of abandoned calls divided by the total number of call attempts multiplied by 100 and expressed as percent. Abandoned Calls are the sum of all calls for which the customer abandons while in queue, up to 30 seconds before the first live contact with an agent. Call attempts are the sum of all calls which reach an agent.
Average Call Length
What is Average Call Length?
Average call length represents the period of time that a customer is on the phone with a business before they request to escalate. It can be measured in seconds, and if the number of times that a customer expresses dissatisfaction with a company’s product or service during a call, it could be considered an indicator of how satisfied customers are.
Why is Average Call Length important?
The average length of a call in your contact center is important because it can be used to calculate staffing levels and production requirements. Call length forecasts can be calculated based on the number of calls you expect per hour. It is also useful data for sales managers when projecting new customer growth and average order value.
What drives Average Call Length?
Many different factors can affect how long your callers are on the phone with you, including their issue type, what department they're calling from, and even the weather.
How do you calculate Average Call Length?
Average call length is calculated by dividing total call time, or the sum of all call times, by the number of calls.
Average Call Transfer Rate
What is Average Call Transfer Rate?
Average call transfer rate is a metric that you can use to measure your contact center 's efficiency in transferring calls to the appropriate agent or department. A high average call transfer rate may mean that agents are being overly efficient by quickly identifying an optimal match for customer needs, but could also mean that your contact center is inefficient by making customers wait too long in the queue to reach the right agent (by looking up instead of simply transferring).
Why is Average Call Transfer Rate important?
An important KPI for the contact center is Average Call Transfer Rate because this metric can help a company rate its performance in comparison to prior periods and benchmark it against its competitors. This figure can be used to determine how efficient agents are at transferring calls, and gives insight into agent quality.
What drives Average Call Transfer Rate?
The efficiency of the agents in transferring calls to the appropriate destination is a very important part of Contact Center Operations. An average transfer rate of more than 80% is considered good for most contact centers, however, many contact centers have transfer rates as high as 95 percent. Having higher transfer rates directly depends on efficient and effective agent skills. An agent must correctly identify who to transfer the caller (including the correct extension number) and clearly communicate that information so that the caller understands and is comfortable with their next course of action.
How do you calculate Average Call Transfer Rate?
Average call transfer rate is the percentage of calls in which the caller transferred the line to someone else or hung up before reaching a customer service representative.
Average Speed of Answer
What is Average Speed of Answer?
In contact center management, average speed of answer (ASA) is a measure of performance that represents the average length of time it takes for a customer service representative to answer a call. Contact centers have traditionally used ASA as a performance metric due to the ease of measurement, and because ASA impacts the customer experience. A low ASA means fewer customers are put on hold, which creates a better customer experience, while a high ASA might indicate that there is excessive call volume or poor call handling skills amongst agents.
Why is Average Speed of Answer important?
In the contact center industry, Average Speed of Answer is one of the most important metrics. It can be used to determine whether your customer support agents are answering calls in a timely manner. While it doesn't inherently provide a true root cause analysis, by simply identifying a low ASA you will be able to consider other factors that may be contributing to a delayed answer time.
What drives Average Speed of Answer?
Average Speed of Answer (ASA) is impacted by a number of variables including the call length and the number of interactions per call, or how many areas were dialed during the call.
How do you calculate Average Speed of Answer?
The average speed of answer metric is difficult to calculate in an ideal world, due to the challenges of calculating the time from when both the customer and agent speak during a call. However, using general terminology, we can provide a definition. The standard definition for calculating average speed of answer only counts the total amount of time that the agent spends speaking on a call as average speed of answer, and not customer talk time.
Average Talk Time
What is Average Talk Time?
Average talk time is the average time a caller is on the phone with a customer service representative, from the start of conversation until they hang up. This time is calculated by taking the total amount of time spent over all calls and dividing that number by the number of calls. A higher average talk time is generally regarded as better, though other metrics are important as well.
Why is Average Talk Time important?
Average Talk Time is the core measurement for contact center performance. The one metric that ultimately drives Quality, Customer Satisfaction and Revenue. For this reason, it is imperative that your implementations utilize a call tracking system capable of calculating Average Talk Time. Without measuring Average Talk Time, you are not measuring contact center efficiency, nor its impact on revenue and profitability.
What drives Average Talk Time?
Contact center staff can determine the amount of average talk time by knowing the average amount of calls that are in queue and the percentage of those that will remain on hold due to high voicemail message volumes. Call taking agents can also factor out external influences that may interfere with this metric.
How do you calculate Average Talk Time?
Average Talk Time (ATT) is the primary measure of average talk time or length of call and what it measures is: the total number of minutes used by customers divided by the number of calls which can be either inbound or outbound. It is used to record the average amount of time a customer spends on our system for one incoming or outgoing call.
Average Time in Queue
What is Average Time in Queue?
Average Time in Queue tells you how long in minutes the average customer's call is held in the queue before being answered by a contact center agent.
Why is Average Time in Queue important?
The average time in queue displays the average amount of time the customer has been waiting in queue to be served. It is an important metric because if customers can not get a representatives attention quickly they will become frustrated and hang up. This is even more apparent when a customer does not even know how long they will be required to wait as is the case with queue time information that is unavailable or unavailable in a timely manner.
What drives Average Time in Queue?
Contact center operators monitor a number of variables in order to help them allocate staff and ensure effectiveness. The first of these contact center productivity metrics is Average Time in Queue, which is simply the average amount of time telephone calls spend waiting to be answered. There are a number of metrics that are sensitive to the length of time calls wait to be answered including the following:
How do you calculate Average Time in Queue?
Average Time in Queue is calculated by dividing total waiting time by total call attempts to this site. For example if you have 1 call attempt with an Average Time in Queue of 60 minutes, that would translate into an Average Time in Queue of 60 minutes / 1 call attempt = 60 minutes.
Average Handle Time
What is Average Handle Time?
Average handle time (AHT) is the average time it takes a customer support team to handle each call, email or chat session which comes in. There is a close relationship between AHT and Customer Complaint Ratio (CCR).
Why is Average Handle Time important?
Average handle time is important for a variety of reasons. It is the best indicator of the efficiency with which callers are being directed to an agent. Time from receipt of a call to connection to an agent is critical but it does not provide data about the caller’s problem, whether the caller got the information they needed and how they rated the service. As a way of improving overall effectiveness, average handle time should be analyzed by individual agents and compared with their goal times.
What drives Average Handle Time?
Perhaps the most critical factor that drives average handle time and an agent's productivity is call volume. The greater the number of calls waiting in queue, the longer each call lasts (most people are less than patient when they have to wait on hold for a long time). The other principal influence on average handle time is how easy it is for agents to find help and answers.
How do you calculate Average Handle Time?
Average handle time is a metric designed to monitor customer service and corporate agents achieve Business Excellence (BE). We apply different rates for each of the different categories of contact center agents. The average handle time metric can be calculated by summing the total handling time for all the calls in Intercom system, divide it by the total number of calls.
Average Hold Time
What is Average Hold Time?
Average Hold Time is the duration of time spent on hold by callers before their call is handled. Average Hold Time can be expressed in milliseconds, seconds, minutes, hours, or even days depending on your organization's business model. It is synonymous with On-hold Time.
Why is Average Hold Time important?
Average hold time illustrates the amount of time customers are kept on hold while waiting to speak with a customer service representative. It is important for tracking purposes, as well as allowable limits set by business processes.
What drives Average Hold Time?
Lowering average hold time reduces queue time. Contact center agents report that reduced queue times increase customer satisfaction and decrease phone abandonment rate. Higher customer satisfaction means increased sales.
How do you calculate Average Hold Time?
Average hold time is calculated by adding up the total amount of time all customers have waited on hold and dividing it by the total number of customer calls. A strong contact center will tend to have a low Average Hold Time, as it is an indication of how efficiently agents are responding to customer needs.
Average After Call Work Time
What is Average After Call Work Time?
The average period of time between when a customer calls and when the agent is available again to answer another call after exiting an interaction with a customer.
Why is Average After Call Work Time important?
This metric helps to understand how much time agents spends on non-billable activities (e.g. taking a bathroom break, drinking coffee). Ensuring metrics around ACW are low is key to maximizing overall efficiency within your contact center.
What drives Average After Call Work Time?
The After Call Work Time is an important indicator of customer success for agents, and an indicator of agent performance for managers and administrators. Teams with low handle time, defined as the time between the end of a call and the start of the next call, tend to have higher ACW.
How do you calculate Average After Call Work Time?
Average After Call Work Time is a calculated metric that uses the formula: ((Total Calls Answered) / (Calls Queued)) * (Unique Hours Worked).
Call Arrival Rate
What is Call Arrival Rate?
The Call Arrival Rate compares the number of calls received during a period of time with the number of available service representatives. Call Arrival Rate is often used to assess staff’s performance when it is low. High C/A Ratio indicates that there are many queries being made.
Why is Call Arrival Rate important?
The Call Arrival Rate gives an indication of caller traffic patterns. The statistics show how closely a center is hitting its target rate.
What drives Call Arrival Rate?
The number of calls arriving at a contact center will vary, but the higher the rate, the greater the work load for agents. Requiring shorter lengths of stays per call will help drive a high arrival rate.
How do you calculate Call Arrival Rate?
Call Arrival Rate (CAR) is the number of calls which arrive at your service desk over a specified period of time. CAR is calculated in terms of percentage which is 10 calls in any minute or 60 calls in any 5 minutes. The formula to calculate CAR is this: Number of Calls divided by Time in duration.
What is Call Quality?
Call Quality is the ability of an agent to attain and maintain a level of service performance that conforms to company standards at all times. This metric is not simply measured by how often an agent receives customer complaints but instead reflects how well agents consistently meet service levels industry standards and expectations. Call Quality is achieved when service is consistent, continuous, and compliant with quality systems; it should be a given that all agents will deliver continuous quality in their performance.
Why is Call Quality important?
Call quality is important because quality service builds confidence in your brand and helps to drive customer loyalty. Poor call quality erodes the confidence of your customers, which in turn, negatively affects retention.
What drives Call Quality?
Call quality is dependent on many factors, including the end-user PC and its connection to the Internet, the voice gateway that ultimately connects the call to your company’s Voice-over-IP (VoIP) network, and ultimately the voice quality end-to-end.
How do you calculate Call Quality?
Call quality is the service variable that describes customers' perception of a voice call's value, and the experience they have with your customer contact center when performing tasks associated with it. The level of customers' satisfaction determines the retention rate of your clients. Call quality can be calculated by using measurement methods such as an ACD feedback score, channel factors, and customer satisfaction scores.
What is Call Volume?
Call volume is the number of telephone calls received by a contact center. Call volume includes both incoming as well as outgoing calls. While a certain number of incoming calls are inevitable, an organization’s highest priority must always be placed on servicing its customers.
Why is Call Volume important?
Call Volume is important because it measures the frequency of calls a contact center agent dealt with in a specific time period. The more frequently that a contact center agent deals with calls, the busier the center is. Call volume can be measured or quantified in a few different ways, such as by the number of contacts handled per hour, number of contacts handled per day, or even the average number of contacts handled per week.
What drives Call Volume?
There can be multiple factors that would drive call volumes for your contact center. For example a ticketing system can require agents to help decrease the call volume through conversations with customers. A scheduling system may increase calls for a service function because it would allow better service scheduling. A new product introduction may trigger a higher volume of calls for order entry and questions about the products features or functions.
How do you calculate Call Volume?
Call Volume is defined as the total number of incoming and outgoing calls over a specified time frame, and can be measured in terms of Minutes of Use (MOU) or Average Call Density.
What is Callback Messaging?
Callback Messaging allows a company to setup one or more pre-recorded voice messages for an incoming call that either forwards immediately or to an IVR system. These custom messages can be attached to a campaign, functional group, task or contact. If a call is missed and remains in the queue, then Callback Messaging is automatically invoked after the number of failed attempts specified by the company.
Why is Callback Messaging important?
Having a Callback Messaging system generates more sales for your organization by increasing the probability of customers seeing and hearing your marketing messages multiple times.
What drives Callback Messaging?
The common reasons for callback messaging is to ensure that qualified leads are not lost due to incomplete responses or incorrect information.
How do you calculate Callback Messaging?
Callback Messaging is inbound and outbound messaging associated with the need to return a call to a respondent from a live agent. For example, a survey respondent not being able to complete the survey within the allotted time.
Calls Answered Per Hour
What is Calls Answered Per Hour?
Calls Answered Per Hour (CAPH) is an industry term for measuring the number of calls answered by a contact center at a given time. The measurement represents the actual number of calls that can be answered in an hour, regardless of the actual amount of agents available.
Why is Calls Answered Per Hour important?
Calls Answered Per Hour is an important contact center metric that is used to measure the efficiency of a contact center. It can be calculated by dividing the total number of calls answered by a contact center by the number of hours worked in an hour. Some organizations have implemented policies allowing agents to use breaks to answer calls and reduce their Calls Deferred Queue while effectively increasing their Calls answered per hour ratio.
What drives Calls Answered Per Hour?
Service levels, sales performance, and profitability can all be enhanced with correctly-managed contact center agents. ACD (Automatic Call Distributor) data is critical to measuring important metrics for agents, such as Calls Answered Per Hour. It’s equally critical to knowing which SIP parameters drive calls answered per hour.
How do you calculate Calls Answered Per Hour?
You can easily calculate Calls Answered Per Hour using the CSAT report and Division column. In the example below, there are columns for Calls Answered Per Hour, Calls/Hour, % Answered as well as additional fields for other formulas such as [(Answered+ Abandoned)/Total] * 100.
Cost Per Call
What is Cost Per Call?
Cost per Call is how much you pay each time your customer calls your company. Cost per call is calculated by dividing contact center cost or contact center expense by the number of calls made. It is also known as Average Cost Per Call.
Why is Cost Per Call important?
At the heart of every contact center is the cost of a call. Understanding the cost of a call is fundamental to planning and managing your contact center activities. The most common cost measure used in contact centers is Cost Per Call or CPM (Call Handling Time). Typical expenses for a contact center include labor, technology, equipment and facilities.
What drives Cost Per Call?
Every contact center is different, and each one has a different Cost Per Call. Here are some factors that can affect Cost Per Call: Agent education and training, Information provided to the agent on the call, Processing speed of the queue, Velocity of calls in/out-bound, Big data integration, Volume of data mined for making decisions on next best call behavior.
How do you calculate Cost Per Call?
This formula will determine the total cost you pay per call. First, divide each of your individual answers by the total number of calls. Then use that figure to find out the average cost of each call. (average cost per call) X number of calls Finally, subtract that figure from your total cost. The result is your Cost Per Call
Cost Per Contact
What is Cost Per Contact?
There’s no question that contact with customers is important, but what’s even more important is keeping those contacts from becoming too costly. Cost per contact (CPC) is an ideal cost management system for telecommunications and contact center companies, as well as other industries.
Why is Cost Per Contact important?
The Cost Per Contact metric is a standard way used to quantify the total cost associated with each client interaction. This normally includes labor and non-labor costs, such as sales expenses (commissions, salaries), operational expenses (contact center hardware, software, outside services), and other ancillary costs. The total cost can be broken down by type of contact channel, or more typically for this function, by the segmentation of cost within each.
What drives Cost Per Contact?
The Cost Per Contact metric is a key consideration among contact center professionals because it gives them insight into how each KPB is performing under the three criteria, or legs of the KPB model (Ports, Calls, and Speed). Every industry has unique KPBs that allow for seamless integration into the customer journey.
How do you calculate Cost Per Contact?
The Cost Per Contact formula, or C.P.C., is often used as a benchmark in different sectors of the contact center industry. Rapid changes in technology have led to an increased reliance on ways of measuring productivity using graphs and tables. How do you calculate Cost Per Contact? C.P.C is a cost accounting method used in telecommunications, utilities, and service industries to report the annual costs required for customer (or client) service applications like contact centers. Calculations will vary by the number of methods you have available for a customer to contact you, and the capability of your staff to track across each method.
What is Customer Experience?
Customer Experience refers to the perception by customers of your brand and the relationship that they have with your business. It’s a holistic experience based on 75% emotional and 25% rational elements – the emotional elements are determined by how customers feel about you and your business, while rational elements involve assessing how customers are being treated. Understanding these emotional elements is critical in making decisions about improving customer experience, including identifying which touch points within the customer journey are most important.
Why is Customer Experience important?
There is a direct correlation between customer experience and customer lifetime value (CLV), and a strong relationship between improving profitability and improved customer experience. With the constant development of technologies, your customers expect an extraordinary level of service. After all, they have grown accustomed to the personal touch—and because millions of companies offer similar products around the globe, it has become increasingly important for companies to set themselves apart from their competition when it comes to providing a great customer experience.
What drives Customer Experience?
Business leaders and customer experts agree that high-performing contact centers can deliver an extraordinary customer experience worth every penny of the call. Contact center workers should focus on understanding the customer’s needs, mobilizing information, and creating value for all parties involved. The quality of the person-to-person connection is bound to create loyalty between companies and their customers.
How do you calculate Customer Experience?
To calculate CX, take a company's quality of listening and responding to customers, add its responsiveness to customer complaints plus subtract the time it takes to resolve them, multiply by the interaction of customer and employee--taking into account the tone, quality and information communicated--then balance this out by assessing the company's ethics related to its customers.
Customer Satisfaction Score
What is Customer Satisfaction Score?
The Customer Satisfaction Score (CSS) is a measure of customer satisfaction with a company's products and/or services. For simplicity, it can be thought of as the percentage of the overall sample that was satisfied with the company's products and/or services.
Why is Customer Satisfaction Score important?
Customer satisfaction is the ultimate measure of whether a contact center experience was positive or negative. CSAT is the percentage of customers who answered “definitely yes” to the question: “Would you recommend this company to a friend or colleague?” A high CSAT score means the customers had a pleasurable customer experience where problems were solved quickly and efficiently. This helps reinforce new customer loyalty, builds trust and consumer confidence and prevents negative word-of-mouth that can lead to additional expenses.
What drives Customer Satisfaction Score?
Satisfied Customers are the cornerstone of Customer Satisfaction Score. Customers who have positive experience with your agents on the phone or via email will influence your score.
How do you calculate Customer Satisfaction Score?
Customer Satisfaction Score is a measurement of how well an organization meets or exceeds the expectations of its customers. It is calculated by taking a proportion of all positive responses (satisfied, very satisfied and delighted) in relation to the number of total responses from customers across a range of service areas. In other words, if 25% of customers said they were satisfied with a company's products while 75% said they were dissatisfied, then that company would have a CSS of 25%.
What is Customer Retention?
To retain a customer is to gain revenue from that customer. The customer retention rate is the percentage of current customers that are retained over time. It is estimated that a 5% improvement in customer retention can lead to a 20-60% improvement in profits, depending on business size and nature of the business.
Why is Customer Retention important?
An important aspect of customer retention, customer service has a direct impact on the profitability of a company. A high percentage of repeat customers translates into higher profits for firms at all levels. High levels of customer retention are associated with customer satisfaction, which in turn is directly linked to positive financial performance. Positive financial performance leads to higher stock market values.
What drives Customer Retention?
Customer Retention is a key performance indicator for all businesses, and the contact center that retains customers is an essential tool to accomplish it. Customer Retention can be defined as a set of strategic and operational programs to drive customer retention by ensuring customer satisfaction. Retained customers are more profitable, more emotionally connected to your brand and more likely to share their experiences with others.
How do you calculate Customer Retention?
A contact center is a facility which houses personnel who handle incoming telephone calls for client or customer service purposes. contact centers are operated by all types of businesses, from banks to health care providers to airlines. Customer retention is the ultimate goal for most businesses when they set up a contact center, so as you can imagine, the two go hand in hand.
Customer Churn Rate
What is Customer Churn Rate?
Customer Churn Rate means the annualized customer loss rate, reflecting the ratio of customers lost during the period to total customers at the beginning of the period plus new customers acquired during the period. Customer Churn rate measures changes in customer loyalty. A low rate means that a company is doing a good job of retaining its customers.
Why is Customer Churn Rate important?
Customer Churn Rate is important because it allows firms to measure the performance of individual contact centers. The rate indicates how many customers cancel their service or leave a company, which provides insight for companies to see why and where they should improve.
What drives Customer Churn Rate?
Customer churn is the rate at which customers discontinue their use of products or services offered by companies in a specific time period. The reason for leaving may be directly associated with the product itself, or due to dissatisfaction about other factors such as price, the company's ethics, or interactions with customer service.
How do you calculate Customer Churn Rate?
Customer Churn Rate is calculated by dividing the total number of customers that left your company by the total number of customers at the start of a given time period.
What is Escalation Rate?
Escalation rate is the number of calls a representative is required to answer/escalate per hour. Escalation rate is most commonly used in contact centers or contact centers, where it serves as a benchmark for performance evaluation and as a goal for customer service reps or contact center agents.
Why is Escalation Rate important?
Escalation rate is important because it determines how quickly a customer’s issue will be handled. Escalation rates allow a company to respond in a timely manner, which is important for customers who need their problems solved now. Escalation rates can also show a company’s attention toward its customers, as well as the company’s level of commitment.
What drives Escalation Rate?
Escalation Rate occurs when a support issue is passed on (escalated) to a more senior agent in another department. There are three common reasons for escalating a support issue: 1) the initial agent was unable to fix the issue, 2) the issue is an urgent customer request that needs immediate attention, or 3) the agent is unable to communicate with the customer or provide additional information on the problem and how it will be solved because of lack of access to key data sources.
How do you calculate Escalation Rate?
Escalation Rate is calculated as the number of Escalations in a given time period divided by the total number of calls for that same time period.
First Call Resolution
What is First Call Resolution?
First Call Resolution (FCR) is a definition for any call that is resolved during the first call to the technical support department. By resolving a customer's issue during the first call, FCR provides value to the customer and reduces overall support costs. The faster you intervene on a customer's behalf, the sooner you can help prevent further sales loss and reduce churn.
Why is First Call Resolution important?
First call resolution is the goal for a contact center representative to resolve a problem on the first phone call. There are many reasons why this is important. One main reason is: More efficient customer service—Most organizations don’t have the time, desire or money to let their customers run around from person to person gathering bits of information that should have been communicated to begin with. If a customer is given all the information they need on their first point of contact, a company can save big time.
What drives First Call Resolution?
A high First Call Resolution is very important for contact centers and especially for customer experience. FCR means that the customer calls, gets help from the center and is satisfied with support all in the same interaction. Calls handled by agents or scripts directly without interaction are not included in this rate. FCR figures can be influenced by Company Policy, Agents level of competence and skill, and Help Desk Center effectiveness - including the quality of software applications and technical infrastructure.
How do you calculate First Call Resolution?
First call resolution (FCR) represents the percentage of calls received by your contact center that are successfully answered first time by the service agent. FCR is calculated by summing up all calls with a First Call Resolution of 1 and dividing this quantity by the total number of live calls.
First Contact Resolution
What is First Contact Resolution?
The First Contact Resolution (FCR) benchmark is one of the key performance indicators (KPI) used to measure total customer experience. First contact resolution rates the percent of inbound calls which are resolved as a first contact resolution, without escalation. FCR is popularized since the rise of multimedia and Unified Communications, where the first point of contact may not be a call.
Why is First Contact Resolution important?
First Contact Resolution is a critical piece of customer satisfaction and is an industry standard for telephone support. When it was first introduced, it was measured in seconds. Now, with companies that work on very high volume applications, one second can mean the difference between keeping the customer and losing them to a competitor.
What drives First Contact Resolution?
First Contact Resolution (FCR) is the measure of how successfully an agent resolves a situation with a customer on the first contact, i.e. before referring to a supervisor or escalating to a new support resource. FCR measures the percentage of issues resolved on the first call and is typically reported as the % of calls closed while the customer remains on hold. FCR represents an important part of First Call Resolution.
How do you calculate First Contact Resolution?
First Contact Resolution is a metric used for measuring customer service effectiveness. FCR can be calculated by dividing the number of issues resolved by the first contact with a Customer Service agent.
What is Occupancy Rate?
Occupancy rate is the proportion of seats filled to call agents workstations. It is usually measured as a ratio, for example, 80% means that for every 10 seats available in 20 contact center chairs, only 8 are occupied. Occupancy rates are indicators of service levels, efficiency and operational effectiveness. Having low occupancy rates may result in an insufficient number of agents finishing calls on time what leads to excessive overtime work for customer service representatives.
Why is Occupancy Rate important?
Occupancy rate is a key indicator that a contact center or contact center is running in an effective manner. A low occupancy rate means there are too many agents on staff.
What drives Occupancy Rate?
Occupancy Rate refers to the percentage of time that a contact center is operating, and it is usually calculated on a monthly basis and expressed as the total number of scheduled work hours divided by the sum of available workforce hours (i.e., agent, supervisor, manager, administrative or other staff). While it depends on a variety of factors, the most significant factor affecting the Occupancy Rate is Average Handle Time.
How do you calculate Occupancy Rate?
One of the most important factors in determining the cost of a contact center is finding the occupancy rate. The occupancy rate refers to the percentage of time that your center is operational and taking calls. There are two methods you can use to find the occupancy rate for your center: Percent Scheduled - divide the total number of available work hours by the total number of scheduled work hours. Percent Actual - divide the total number of staffed work hours by the total number of staffed hours
Percentage of Calls Blocked
What is Percentage of Calls Blocked?
The Percentage of Calls Blocked is the percentage of all calls handled by a contact center in the specified period that were blocked before the answer phase was initiated. This number represents issues that require a direct callback or re-dial.
Why is Percentage of Calls Blocked important?
The Percentage of Calls Blocked is a key metric in contact center performance evaluation. It allows you to measure the effectiveness of your agent’s efforts which directly contribute to providing exceptional customer care. A low percentage of calls blocked is directly related to the performance of the agent and the number of customer complaints.
What drives Percentage of Calls Blocked?
The technology behind percentage of calls blocked rates the contact center's ability to manage its time and resources. Processes such as real-time queue monitoring using predictive analytics are designed to reduce call blocking or decrease the length and frequency of queuing for customer service representatives. Being able to better schedule resources and respond to service cycles (high complaint periods, higher incoming call volumes) will lead to lower call blocking rates, which is a critical KPI used by management to determine and verify operational quality.
How do you calculate Percentage of Calls Blocked?
Percent of calls blocked is calculated by dividing the total number of calls blocked by the total number of calls answered and is represented as a percentage.
Repeat Call Rate
What is Repeat Call Rate?
Repeat call rate is when a customer calls back or returns to the same vendor to make a purchase. When it comes to consumer-facing companies, repeat call rate is one of many metrics used to track customers’ satisfaction and gauge future sales.
Why is Repeat Call Rate important?
The Repeat Call Rate is an indicator of customer service satisfaction. It measures the percentage of customers who make a second call regarding the same issue. In particular, it can be used as a general metric of service quality.
What drives Repeat Call Rate?
Repeat Call Rate (RCR) is one of the key performance indicators used to judge the efficiency of a contact center. It is generally based on the number of repeat calls an agent has, divided by the total number of customer contacts. In other words it measures how many times a customer contacted a contact center about a similar issue.
How do you calculate Repeat Call Rate?
Repeat Call Rate is the total number of times a customer called divided by the total number of customers over all service tiers.
What is Service Level?
Service level is a promise of consistency of performance in a data center. It can be viewed as a contract between the provider and the customers that, if met, guarantees a certain minimum level of performance.
Why is Service Level important?
Service level is a key indicator of customer satisfaction because it has an influence on the Performance (quality), Flexibility and Availability.
What drives Service Level?
Service Level is a measurement against which you can gauge your entire organization. It is defined by the total percentage of customers you interact with that receive the level of service you've established as acceptable. For example, if the phone call is measured at 5 seconds and your Service Level Objective asks for calls to be answered within 15 seconds, contact center agents who answer calls in 12 seconds are providing 80% of their calls within Service Level objective for that sample. A Service Level objective gives you both tangible and intangible benefits.
How do you calculate Service Level?
Service level is calculated based on the number of contacts handled per hour. You can do this by determining the number of calls and units that are processed per hour.
What is Shrinkage?
Shrinkage is an industry term used to describe contact center calls that are not answered or are redirected to the wrong person - and/or contact center calls that engage a customer but aren't completed.
Why is Shrinkage important?
To better understand and mitigate shrinkage requires the organizations to know the reasons behind the shrinkage. This will help in establishing a true picture of the size of a problem as well as explore methods that are best suited to prevent such shrinkage.
What drives Shrinkage?
Four organizational factors have the most profound impact on shrinkage. These factors are weak company culture, lack of strategic focus, loss of customer focus and operational weaknesses.
How do you calculate Shrinkage?
Shrinkage is determined by the difference between call volume at the beginning versus the end of a reporting period. The most common methods are first in, first out (FIFO) and last in, first out (LIFO).
What is Transfer Rate?
Transfer Rate is the percentage of service calls that are transferred from the initial call taker to another agent.
Why is Transfer Rate important?
Transfer rate is an important aspect of a contact center. It represents the number of callers who transfer from one team to another. It is an indicator of customer satisfaction and it is closely monitored by management. High transfer rates are especially negative to a contact center's performance because they can lead to longer wait times, as hold times on transfers may be considerable.
What drives Transfer Rate?
Transfers are a critical metric for contact centers. Knowing how many transfers from your contact center are happening and where they are being transferred to is essential to understanding what drives transfer rate.
How do you calculate Transfer Rate?
The transfer rate is the percentage of customers that “transfer” from one state to another. For example, let’s say you have 1000 calls in your backlog, and you handle 500 of them. You release 100 calls per day, or 4 days per week. So then you can calculate your transfer rate for each week this way: To get the weekly transfer rate, divide the number of calls that were released by the total number handled. This will give 2 calls released per call handled.
About the Author: Perry Price
Enhanced Medication Services, a Transaction Data Systems Company, Selects Revation for Its Medication Management Contact Center
Subscribe for Updates
- Phone: 1.952.392.1831
- Email: firstname.lastname@example.org
- Is Legacy Technology Impeding Patient Access Progress?
- The New Skill Set Contact Center Agents Need to Improve their Digital Bedside Manner
- A Blended Approach to Digital Banking
- Finovate West Digital 2020: Recap & Demo Video
- Digital Bedside Manner: The Contact Center Agent’s Role in Delivering on Patient Experience
- How Technology is Bringing Personalization to Digital Healthcare Services
- The Future of Chatbots in Banking
Posts by Topic
- Financial Services
- Digital Transformation
- Customer Experience
- digital banking
- unified communications
- patient engagement
- Artificial Intelligence (AI)
- Case Studies
- HIPAA compliance
- telehealth technology
- Contact Center
- Press Release
- digital banking security
- future of healthcare
- health IT
- cloud-based contact center
- digital healthcare
- Call Center
- Customer Engagement
- Digital Banking Engagement System
- Digital Banking Market Trends
- Digital Banking Strategy
- Digital Banking Study
- Digital Banking Technology Trends
- Patient Experience
- UC Technology
- Unified Banking Experience
- credit unions
- electronic health records
- omni-channel communications
- telehealth implementation
- telehealth solutions
- 2020 Digital Banking Trends
- Ai In Customer Communications For Banks
- Ai in Digital Banking
- Banking Customer Communications
- Benefits of Digital Banking
- Benefits of Digital Banking to Customers
- Best Digital Banking Experience
- Beyond Digital Banking
- Consumer Digital Banking Study
- Digital Banking 2019
- Digital Banking Adoption
- Digital Banking After COVID
- Digital Banking After COVID-19
- Digital Banking Benefits
- Digital Banking Certification
- Digital Banking Customer Experience
- Digital Banking During COVID 19
- Digital Banking During Pandemic
- Digital Banking Engagement
- Digital Banking In 2020
- Digital Banking Industry
- Digital Banking Landscape
- Digital Banking Statistics 2020
- Digital Banking Stats
- Digital Banking Survey
- Digital Banking Trends
- Digital Banking Trends 2020
- Digital Banking Users
- Digital Banking as a Service
- Digital Banking in COVID
- Digital Banking in a Post-Pandemic World
- Digital Banking of the Future
- Digital Banking on the Rise
- Digital Banking vs Internet Banking
- Digital Banking vs Mobile Banking
- Digital Banking vs Online Banking
- Digital Banking vs Open Banking
- Digital Banking vs Virtual Banking
- How Digital Banking Is Useful to Banks
- How Does Digital Banking Add to Risk?
- Importance of Digital Banking
- Is Digital Banking FinTech?
- Is Digital Banking Safe?
- Is Digital Banking the Future?
- Is Digital Banking the Same as Internet Banking?
- Is Digital Banking the Same as Online Banking?
- Revation Systems
- Trends In Digital Banking
- Utilizing Digital Banking
- What Digital Banking Means for Banks
- What Does Digital Banking Mean?
- What are Digital Banking Platforms?
- What are the Advantages of Digital Banking?
- When did Digital Banking Start?
- Why Digital Banking is Important
- Why Digital Banking is the Future
- digital banking applications
- digital banking transactions
- digital banking transformation
- healthcare call center
- importance of design in digital banking
- virtual visits
- Ai Banking Online
- Bank of America
- Banking Communication
- Benefits of Digital Banking to Banks
- Digital Bank Branches
- Digital Banking 2020
- Digital Banking Advantages
- Digital Banking Around The World
- Digital Banking Campaign
- Digital Banking Case Study
- Digital Banking Design
- Digital Banking During COVID
- Digital Banking During Lockdown
- Digital Banking Experience
- Digital Banking Future Trends
- Digital Banking Platform Benefits
- Digital Banking Post COVID
- Digital Banking Provider
- Digital Banking Solution Providers
- Digital Banking Statistics
- Digital Banking Statistics 2019
- Digital Banking Success Story
- Digital Banking Trend
- Digital Banking User Experience
- Digital Banking for Business
- Digital Banking for Elderly
- Digital Banking for Millennials
- Digital Banking for Small Business
- Digital Banking in US
- Digital Banking vs Electronic Banking
- Digital Banking vs FinTech
- Digital Banking vs Traditional Banking
- Gen Z Banking Trends
- HCBS conference
- Healthcare Call Center Times
- History of Mobile Banking
- How Digital Banking Works
- How Does Digital Banking Work?
- Improve Bank Customer Communication
- Internet of Things
- Is Digital Banking the Same as Mobile Banking?
- Mobile Banking Strategy
- National Association of Area Agencies on Aging
- National Association of States United for Aging an
- North Light Software
- Rise Of Digital Banking
- Security Culture
- Trends In Digital Banking 2020
- Unified Healthcare Communications
- Unified communications solutions
- What Is Digital Banking System
- What are Digital Banking Channels?
- What are Digital Banking Products?
- banking customer experience
- banking innovation
- cloud services
- financial institutions
- mobile banking
- patient portals
- successful digital banking applications
- virtualization in banking
- 2019 banking trends
- 2020 Banking Trends
- 3 Advantages of Online Banking
- 8 Benefits of Mobile Banking
- A To Z Banking
- AHIMA convention
- Advantages and Barriers of Telehealth
- Advantages of Banking Online
- Advantages of Banking Sector
- Advantages of Mobile Banking
- Advantages of Mobile Banking to Customers
- Advantages of Online Banking to Banks
- Advantages of Online Banking to Customers
- Advantages of Technology in Banking
- Advantages of Using Online Banking
- Advantages of Virtual Banking
- Ai Bank
- Ai Banking
- Ai Banking Use Cases
- Ai Chatbot Banking
- Ai Chatbot for Banks
- Ai Chatbots Banking
- Ai Chatbots for Banking
- Ai Chatbots in Banking Industry
- Ai Smart Banking
- Ai Solutions for Banking
- Ai Transforming Banking & Financial Services
- Ai Use Case in Banking
- Ai Use Cases in Banking
- Ai Use in Banking
- Ai and Banking
- Ai for Banking
- Ai for Banks
- Ai in Banking
- Ai in Banking Customer Service
- Ai in Banking Industry
- Ai in Banking Use Cases
- Ai in Banking and Finance
- Ai in Banks
- All Banking Solutions 2020
- Artificial Intelligence Banking
- Artificial Intelligence Banks
- Artificial Intelligence Use Cases in Banking
- Artificial Intelligence and Banking
- Artificial Intelligence in Banking
- Artificial Intelligence in Banking Case Study
- Artificial Intelligence in Banking System
- Artificial Intelligence in Banking and Finance
- Artificial Intelligence in Banks
- Autonomous Bank
- Bank Ai
- Bank Appointment Platform
- Bank Appointment Scheduling Strategy
- Bank Chatbot
- Bank Chatbot Examples
- Bank Compliance Certification
- Bank Consumer Behavior
- Bank Cost Cutting
- Bank Critical Communications
- Bank Innovation conference
- Bank Intelligence Solutions
- Bank Of America Chatbot Case Study
- Bank Operating System
- Bank Operating Systems
- Bank Timeline
- Bank by Appointment Platform
- Banking Ai
- Banking Ai Solutions
- Banking Ai Use Cases
- Banking Artificial Intelligence
- Banking Bots
- Banking Certifications
- Banking Changes 2019
- Banking Chatbot Examples
- Banking Chatbot Use Cases
- Banking Chatbots
- Banking Compliance Certification
- Banking Consumer Trends
- Banking Customer Expectations
- Banking Customer Experience Trends 2020
- Banking Customer Service Chatbot
- Banking Digital Channels
- Banking Digital Technology
- Banking Digital Transformation Case Study
- Banking Experience
- Banking History Timeline
- Banking In 2020
- Banking Industry COVID
- Banking Industry COVID-19
- Banking Industry Today
- Banking Industry Trends 2020
- Banking Landscape
- Banking Post COVID
- Banking Security
- Banking Technology Trends 2020
- Banking Timeline
- Banking Trends 2020
- Banking Use Cases
- Banking User Experience
- Banking Workforce after COVID-19
- Banking and Ai
- Banking and Artificial Intelligence
- Banks Artificial Intelligence
- Banks COVID-19 Strategy
- Banks Using Ai
- Banks Using Artificial Intelligence
- Banks Using Chatbot
- Banks Using Chatbots
- Banks with Chatbots
- Banner Bank Fairview
- Barriers to Healthcare in Rural Areas
- Barriers to Telehealth Implementation
- Barriers to Telemedicine Adoption
- Benefit of Online Banking
- Benefits and Challenges of Telehealth
- Benefits of Ai in Banking
- Benefits of Chatbots in Banking
- Benefits of Mobile Banking to Customers
- Benefits of Online Banking for Banks
- Benefits of Technology in Banking
- Benefits of Virtual Banking to a Bank
- Benefits of Wearable Technology in Healthcare
- Big Data
- Bots in Banking
- COVID Banking
- COVID Effect on Banks
- COVID Impact on Banking
- COVID Impact on Banking Industry
- COVID Impact on Banks
- COVID-19 Impact Banking Customer Experience
- COVID-19 Impact on Banking Industry
- COVID-19 Impact on Banking Sectors
- COVID-19 Impact on Banks
- COVID-19 Impact on the Banking Industry
- COVID-19 and Banking
- COVID-19 and Banks
- Call Center HIPAA Compliance
- Call Center Software for Healthcare
- Challenges in Implementing Telemedicine
- Chatbot Bank
- Chatbot Banking Use Cases
- Chatbot Use Cases Banking
- Chatbot Use Cases in Banking
- Chatbot for Banking
- Chatbot for Banks
- Chatbot in Banking
- Chatbot in Banks
- Chatbots Banking
- Chatbots Banks
- Chatbots for Banking
- Chatbots for Banks
- Chatbots for Banks and Financial Services
- Chatbots in Banking
- Chatbots in Banking Industry
- Clinic Phone Abandonment Rate
- Communication Solutions for Banking Industry
- Communication in Banking
- Consumer Bank Platforms
- Consumer Banking Platform
- Consumer Banking Statistics
- Consumer Banking Trends
- Consumer Banking and COVID-19
- Consumer Banks Response to COVID-19
- Consumer Trends In Banking
- Coronavirus Impact on Banking Customer Experience
- Cost Cutting Banks
- Cost Cutting Measures in Banks
- Cost Cutting Strategies for Banks
- Cost Cutting for Banks
- Cost Cutting in Banking
- Cost Management in the Banking Industry
- Cost Reduction in Banking
- Cost Saving Ideas for Banks
- Cost of Implementing Telemedicine
- Customer Communications Solutions for Banks
- Customer Experience In Banking 2020
- Customer Service
- Customer Support Bot for Banks
- Design and Implementation of Mobile Banking
- Digital Adoption In Banking
- Digital Channel In Banking
- Digital Channels Banking
- Digital Channels In Banking
- Digital Communication for Retail Banking
- Digital Marketing Trends In Banking
- Digital Only Banking
- Digital Only Banks
- Digital Strategy for Banks
- Digital Transformation In Banking 2020
- Digital Transformation In Banking Case Study
- Digital Transformation Trends In Banking
- Digital Trends Banking
- Digital Trends In Banking
- Digital-Only Bank
- Does Digital Leadership in Banking Really Matter?
- Effective Communication in Banking
- Effects of COVID-19 on the Banking Sector
- Enhanced Mobile Banking Experience
- Future Of Banking Technology 2020
- Future of Branch Banking
- Future of Online Banking
- Gaps in Healthcare Services
- Gen Z Banking
- Generation Z Banking
- HIMSS 2017
- HIPAA Compliant Chat Messaging System
- HIPAA Compliant Chat Service
- HIPAA Compliant Telehealth
- HIPAA Compliant Telehealth Platform
- HIPAA Compliant Telemedicine Platform
- HIPAA violations
- HITRUST Certified Call Center
- HITRUST Certified Companies
- HITRUST Encryption Requirements
- HITRUST certification
- HITRUST certified
- Health Call Center
- Healthcare Banking Trends
- Healthcare Call Center Abandonment Rate
- Healthcare Call Center Ai
- Healthcare Call Center Best Practices
- Healthcare Communication Platform
- Healthcare Contact Center Best Practices
- Healthcare Security
- History of Banking Timeline
- How Do Banks Communicate with Customers?
- How Does Ai Help Banks?
- How Does Ai Help in Banking
- How Wearables are Changing Healthcare
- How to Be a Better Bank Teller
- How to Reduce Cost in Banking Sector
- How to Reduce Operational Costs in Banking
- How to Use Chatbots in Banking
- How to Use Mobile Banking
- ICICI bank
- IR&A platform
- Impact of COVID on Banking
- Impact of COVID-19 in the Banking Industry
- Impact of COVID-19 on Banking Industry
- Impact of COVID-19 on Banking Sector
- Impact of COVID19 on Banks
- Importance of Banking Security
- Importance of Communication in Banking
- Importance of Mobile Banking
- IoT-powered banking
- Live Chat Reduces Operating Costs
- Loyalty Programs
- Midwest Regional Bank
- Millennial Banking Expectations
- Millennial Banking Trends
- Millennials And Banking 2019
- Millennials And Banking Statistics
- Millennials Banking Trends
- Minnesota Board on Aging
- Mobile Banking Campaigns
- Mobile Banking Design
- Mobile Banking History
- Mobile Banking Infographic
- Mobile Banking Meaning and Definition
- Mobile Banking Platform
- Mobile Banking Platforms
- Mobile Banking Security Solutions
- Mobile Banking Statistics 2020
- Mobile Banking Stats
- Mobile Banking Trends 2020
- Mobile Payments
- Mobile Telehealth Solutions
- Need and Importance of Technology in Banking
- Network security
- Online Banking Advantages
- Online Banking Benefits and Advantages
- Online Banking Platforms
- Online Banking Strategy
- Online Only Bank
- Online Only Banks
- Optimize Banking Operations
- PNC Bank
- Patient Barriers to Telehealth
- Personalized Banking
- Personalized Banking Experience
- Personalized Banking Services
- Personalized Digital Banking
- Producers of Mobile Banking Platforms
- Reduce Call Abandonment
- Replacing Legacy Banking Systems
- Seamless Banking Experience
- Secure Mail
- Solutions to Communication Barriers in Healthcare
- Telehealth Adoption Statistics
- Telehealth Campaign
- Telehealth in Rural Communities
- Telemedicine Adoption
- Telemedicine Barriers
- The Advantage of Online Banking
- The Future of Bank Branches
- The Use of Technology and HIPAA Compliance
- Timeline of Banking
- Top Banking Trends 2020
- Two Conveniences of Online Banking
- Unified Communication For Healthcare
- Unified Communications Center
- Unified Communications For Healthcare
- Unified Communications Healthcare
- Use Case of Ai in Banking
- Use Cases for Chatbots in Banking
- Use Cases of Ai in Banking
- Use Cases of Chatbots in Banking
- Use of Ai in Banking
- Use of Chatbots in Banking
- Use of Mobile Banking
- Use of Telemedicine in Rural Communities
- User Experience Banking
- Uses of Chatbot in Banking
- Uses of Chatbots in Banking
- Uses of Mobile Banking
- Video Banking
- Video Customer Service in Banking
- Virtual Bank Advantages
- Virtual Branch Banking
- Virtual Branch Online Banking
- Virtual Healthcare
- Virtual Patient Engagement
- What Are Digital Channels In Banking
- What are Chatbots in Banking?
- What is Ai in Banking?
- What is Chatbot Banking?
- What is the Use of Mobile Banking?
- Why Use Mobile Banking?
- bank innovation 2018
- banking 2020
- banking APIs
- banking customers
- banking industry
- banking legacy systems
- banking virtualization
- banks investing in IoT
- branchless banking
- call centers
- cloud-based call center
- cloud-based multimedia call center solution
- cloud-based solution
- cloud-based unified communications
- contact center technology
- data breach
- employee education
- healthcare call centers
- healthcare experience
- hospital communication systems
- how to help banking customers
- improve banking options
- increase patient engagement
- interactive teller machines
- managed care pharmacy
- medication therapy management
- member-bank relationships
- mobile banking adoption
- mobile banking tools
- mobile-only banking apps
- online banking
- patient information
- private health information
- regional and community banks
- regional banks
- remote workforce
- rural telehealth
- secure video and texting
- security first design
- security of banking
- telehealth adoption
- telehealth deployment
- text messaging
- text refill
- tone analysis
- traditional banking security concerns
- traditional banks effectively compete
- video conferencing
- web and video chat
- 2018 state of chatbots
- AETNA Secure Messaging
- AHIMA 2016
- AI automation
- AI chatbot technology
- AI-Powered Chatbot
- AMCP 2017
- AMCP Nexus conference
- AMGA 2017
- Abandonment Rate Meaning
- Abandonment in Healthcare
- Accountable Care Organization Solutions
- Accountable Care Organizations
- Advanced Disease Management
- Advancements in Telehealth
- Advantages of Technology in Health
- Advantages of Video Banking
- Advantages of Virtualization
- Advantages of Wearable Technology
- Advantages of Wearable Technology in Healthcare
- Agari DMARC Pricing
- Ai Cost
- Ai Cost Benefits
- Ai Cost Reduction
- Ai Costs
- Ai Financial Services Use Cases
- Ai Reduce Human Error
- Ai Reducing Human Error
- Ai Solutions for Finance
- Ai Solutions for Financial Services
- Ai and Wearable Technology in Healthcare
- American Health Information Management Association
- American Telemedicine Association
- Anthem Secure Email
- Application Programming Interfaces
- Applications of Video Banking
- Artificial Intelligence Cost Savings
- Artificial Intelligence Costs
- Artificial Intelligence Financial Institutions
- Artificial Intelligence Reduces Human Error
- Artificial Intelligence for Banking
- Bain & Company
- Banks with Video Banking
- Banner Health
- Banner Medical Center
- Barriers to Technology Adoption in Healthcare
- Barriers to Telehealth in Rural Areas
- Barriers to Telemedicine Implementation
- Benefits and Drawbacks of Virtualization
- Benefits of Contact Center Technology
- Benefits of HITRUST Certification
- Benefits of Healthcare Technology
- Benefits of Technology in Healthcare
- Benefits of Telehealth in Rural Areas
- Benefits of Telemedicine in Rural Areas
- Benefits of Video Banking
- Benefits of Wearable Devices
- Benefits of Wearable Technology
- Best Chat HIPAA Secure
- Best HIPAA Communication Platform
- Best HIPAA Communication System
- Best HIPAA Compliant Text Messaging
- Best HIPAA Compliant Text Messaging Solution
- Best HIPAA Secure Communications Solution
- Best HIPPA Communication Platform
- Best Wearable Technology in Healthcare
- Blockchain Communication
- Blockchain Communications
- Bottom Line Growth
- Bridging the Healthcare Gap
- Building Customer Rapport
- Bureau of Labor Statistics
- CIO Review
- COVID Contact Center
- COVID-19 Crisis Financial Industry
- CSF Financial Services
- CSF HITRUST
- CSF HITRUST Certified
- Calculating the Cost Savings from Chatbots
- Call Center Abandon Rate Industry Standard
- Call Center Abandonment Rate Industry Standard
- Call Center Answering Service
- Call Center Customers
- Call Center Demographics
- Call Center Digital Transformation
- Call Center Employee Expectations
- Call Center Models
- Call Center Technologies
- Care Gap Analysis
- Census Bureau
- Chatbot Cost Savings
- Chatbot Costs
- Chatbot Financial Services
- Chatbot Use Cases Finance
- Chatbot for Financial Services
- Chatbots for Financial Services
- Chatbots in Finance
- Chatbots in Financial Industry
- Chatbots in Financial Services
- Chronic Disease Management System
- Cloud Based Fax to Email
- Cloud Call Center Security
- Cloud Communications
- Cloud Communications Benefits
- Cloud Contact Center Technology Prices
- Cloud Services for Contact Center
- Cloud UC
- Cloud UC Providers
- Cloud UC Solution
- Cloud-Based Contact Center Definition
- Cloud-Based UC
- Cloud-Based UC Platform
- Cloud-Based UC Solutions
- Cloud-based contact center technology
- Cloud-based tech vendor
- Communication Solutions Providers
- Communication Strategy for Coronavirus
- Communication Systems In Healthcare
- Communications In Healthcare
- Community Health Center of Cape Cod
- Compliant Technologies
- Congestive Heart Failure
- Contact Center Ai Technology
- Contact Center Assisted Automation
- Contact Center Case Study
- Contact Center Deployment
- Contact Center Digital Channels
- Contact Center Digital Solution
- Contact Center IVR Technologies
- Contact Center Omni-channel Strategies
- Contact Center Omnichannel Solutions
- Contact Center Optimization
- Contact Center Optimization Software
- Contact Center Security
- Contact Center Technologies
- Contact Center Technology 2020
- Contact Center Technology Architecture
- Contact Center Technology Basics
- Contact Center Technology Companies
- Contact Center Technology Implementation
- Contact Center Technology Jobs
- Contact Center Technology News
- Contact Center Technology Roadmap
- Contact Center Technology Stack
- Contact Center Technology Tools
- Contact Center Technology Trends
- Contact Center Technology Trends 2019
- Contact Center Technology Trends 2020
- Contact Center Virtual Scenario
- Contact Centers
- Continuous Patient Monitoring System
- Coronavirus Communication Strategy
- Coronavirus Communications Strategy
- Coronavirus Cost Optimization
- Cost Reduction Technology
- Cost of Ai
- Cost of Ai Development
- Cost of Ai Technology
- Cost of Chatbot Development
- Cost of Chatbots
- Cost of HITRUST Certification
- Cost of Telemedicine Implementation
- Cost of Telemedicine System
- Cost of a Chatbot
- Costs of Ai
- Customer Experience Timeline
- Customer Rapport
- Customer Service Ai Use Cases
- Customer Service Rapport
- Customer Service Video Chat
- Customer Timeline
- Data Analytics
- Data-based process management system
- Datasafe Fiserv
- Definition of Contact Center Technology
- Desktop Virtualization in Healthcare
- Digital Care Solutions
- Digital Change During a Crisis
- Digital Comms Strategy
- Digital Communication Cloud
- Digital Communication Strategy
- Digital Consumer Communications
- Digital Healthcare News
- Digital Healthcare Solutions
- Digital Security
- Digital Telehealth Solution
- Digital Telehealth Solutions
- Digital Transformation Healthcare Case Study
- Digital Transformation Statistics 2020
- Digital Transformation Stats 2020
- Disability Linkage Line MN
- Disadvantages of Wearable Technology in Healthcare
- Discount Coupons
- Disease Care
- Disease Management
- Disease Management & Health Outcomes
- Disease Management Definition
- Disease Management Nurse
- Disease Management Outcomes
- Disease Management Plan
- Disease Management Solution
- Disease Management Solutions
- Disease Management Strategies
- Disease Management System
- Disease Management Systems
- Disease Management Team
- Disease Management Tool
- Disease Management at Home
- Disease Management in Healthcare
- Disease Manager
- Disease and Condition Management
- Do Customers Expect Webchat?
- EHR systems
- EMR systems
- Email Security Protocols
- Emerging Contact Center Technology Trends
- Examples of Wearable Technology in Healthcare
- Expected Customer Service
- Fax Machine
- Financial Chatbots
- Financial Services Chatbot
- Financial Services Communications Strategy
- Financial Services Contact Center Technology
- Financial Solutions Providers
- Fintech Communications
- Fintech Domain Knowledge
- Fintech Providers
- Fintech Solution
- Fintech Solution Providers
- Fintech Solutions Providers
- Fintech Systems
- Fiserv Datasafe
- Fraud Prevention
- Free HIPAA Compliant Chat
- Free HIPAA Compliant Video Conferencing
- Frost & Sullivan
- Future Contact Center Technology
- Future of Contact Center Technology
- Future of IoT
- Future of Video Banking
- Future of Wearable Technology in Healthcare
- Ginni Rometty
- Global Telehealth Services
- Global Telehealth Solutions
- Greenwich Associates
- HCCT 2017
- HCCT Conference
- HIM security
- HIMSS 2019
- HIMSS Analytics
- HIPAA Call Center
- HIPAA Case Study
- HIPAA Compliance Companies
- HIPAA Compliance Date
- HIPAA Compliance Framework
- HIPAA Compliance IT Companies
- HIPAA Compliance Vendors
- HIPAA Compliant Call Center
- HIPAA Compliant Call Centers
- HIPAA Compliant Chat System
- HIPAA Compliant Communications Systems
- HIPAA Compliant Crisis Services
- HIPAA Compliant Messaging System
- HIPAA Compliant Messaging Systems
- HIPAA Compliant Messaging for Social Media
- HIPAA Compliant Technology
- HIPAA Compliant Teleconferencing
- HIPAA Compliant Telemedicine
- HIPAA Compliant Voice Chat
- HIPAA Guide
- HIPAA HITRUST
- HIPAA IT Compliance
- HIPAA List of Compliant Video Chat Providers
- HIPAA Monthly Tips
- HIPAA Phone Systems
- HIPAA Scenarios
- HIPAA Self Assessment
- HIPAA Study Guide
- HIPAA Tips
- HIPAA Tips for Call Centers
- HIPAA Top Messaging Services
- HIPAA Video Conference
- HIPAA Violation Cases in the News
- HIPAA Violation Scenarios
- HIPAA Violations Stories
- HIPAA Violations in Healthcare
- HIPAA and HITRUST certifications
- HIPAA audit
- HIPAA compliant
- HIPAA vs HITRUST
- HIPAA-compliant Tech Vendor
- HIPAA-compliant video conferencing
- HITRUST & HIPAA
- HITRUST CSF
- HITRUST Certification Cost
- HITRUST Certifications
- HITRUST Certified Cloud
- HITRUST Cloud
- HITRUST Common Security Framework
- HITRUST Compliant Cloud
- HITRUST Cybersecurity Framework
- HITRUST Data Center
- HITRUST Framework
- HITRUST Healthcare
- HITRUST Security
- HITRUST Security Framework
- HITRUST Security Standards
- HITRUST Software
- HITRUST Standards
- HITRUST vs HIPAA
- Harvard Health Blog
- Health Care IT Security
- Health Information Trust Alliance
- Health Information and Management Systems Society
- Health Wearable Tech
- Healthcare Audit
- Healthcare Call Center Agent
- Healthcare Call Center Average Handle Time
- Healthcare Call Center Benchmarks
- Healthcare Call Center Improvement Strategies
- Healthcare Call Center Industry Standards
- Healthcare Call Center Issues
- Healthcare Call Center KPI
- Healthcare Call Center Metrics
- Healthcare Call Center Performance Metrics
- Healthcare Call Center Software
- Healthcare Call Center Solutions
- Healthcare Call Center Vendors
- Healthcare Communication Technology
- Healthcare Compliant Call Center
- Healthcare Contact Center
- Healthcare Contact Center Conference
- Healthcare Contact Center Market Size
- Healthcare Contact Center Metrics
- Healthcare Contact Center Software
- Healthcare Contact Center Trends
- Healthcare Crisis Communications
- Healthcare Disease Management
- Healthcare Fax Solutions
- Healthcare Industry Communications
- Healthcare Information and Management Systems Soci
- Healthcare Secure Communication
- Healthcare Unified Communications
- Healthcare Virtual MTM offerings
- Healthcare Virtualization
- Healthcare Wearable Devices
- Healthcare Wearable Technology
- Healthcare Wearables Technology
- Healthcare data breaches
- Healthcare for Seniors
- Heart Health
- Heath Benefits of Wearable Technology
- HiTech Call Tracking
- History of Wearable Technology in Healthcare
- Home & Community Based Services Conference
- Home and community based services
- Hospital & Healthcare Call Center Solutions
- Hospital Healthcare Monitoring
- Hospital Healthcare Monitoring Solution
- Hospital Network Infrasturcture
- Hospital Patient Monitoring Systems
- How Cloud Computing Can Help Telehealth
- How Does Ai Reduce Costs?
- How Does Ai Reduce Human Error?
- How Does Technology Help Patient Engagement?
- How Does Technology Reduce Cost?
- How Does Unified Communications Work?
- How Does Virtual Care Work?
- How Expensive is a Chatbot?
- How Healthcare is Using Wearable Tech
- How Much Does Ai Cost?
- How Much Does It Cost to Implement Telehealth?
- How Much Does a Chatbot Cost?
- How to Decrease Call Volume
- How to Increase Patient Engagement
- How to Lower Operating Expenses
- How to Reduce Abandoned Calls
- How to Reduce Call Abandonment Rate
- How to Reduce Call Center Abandonment Rate
- How to Reduce Finance Cost
- How to Reduce IT Costs
- How to Reduce Operating Cost
- How to Reduce Operating Cost in Business
- How to Reduce Operating Costs?
- How to Reduce Operational Cost
- Human Fax Machine
- I&RA client tracking
- IP Networks
- IT foundation healthcare
- Identity theft resource center
- Implementation of Telehealth
- Implementing Telehealth
- Increasing Patient Engagement
- Information & Referral
- Information and Referral Assistance
- Innovative Call Center Technology
- IoT Security
- IoT and UC
- IoT and UC becoming
- IoT and UC converge
- IoT and unified communications
- IoT healthcare technologies
- IoT technology
- IoT-UC converge
- Is Digital Transformation Important?
- Is Digital Transformation the Future?
- Is Unified Communications the Future?
- Jim Routh
- Latest Contact Center Technology
- Legacy Phone Systems
- Leonard R. Graziplene
- LinkLive 9.0
- Lower Operating Costs
- MMP Healthcare
- MN Aging
- MN Board on Aging
- MN Disability Linkage Line
- MN Senior Linkage Line
- MTM Cincinnati
- MTM Reimbursement Rates
- Managing Disease
- Measuring Digital Transformation
- MedStar Health
- Medical Patient Communication Platform
- Medical Wearables 2020
- Medical case workers
- Minnesota Help Network
- Mobile Communications Strategy
- Mobile Patient Communication
- Mobile Patient Engagement
- Mobile Telehealth
- Modern Call Center Design
- Modern Call Centers
- Modern Contact Center
- Modern Customers
- Modern Medication Management Contact Center
- Monitoring Quality in Healthcare
- Most Popular Wearable Technology
- National Health Service
- National Heart Month
- National Wellness Conference
- Network Infrastructure in Healthcare
- New Contact Center Technologies
- New Technology in Healthcare 2020
- New Trends in Call Center Industry
- New Year resolutions
- North Memorial
- Nurse Call Center Solutions
- Omni Channel Healthcare
- Omnichannel Call Center Planning
- Omnichannel Communication Platform
- Omnichannel Communications
- Omnichannel Contact Center Optimization
- Omnichannel Health
- Omnichannel Healthcare
- Omnichannel Healthcare Experience
- Omnichannel In Healthcare
- Omnichannel Patient Communication
- Only Banking
- Operating Costs
- Operation Ai
- Operational Cost Reduction
- Operational Cost Savings
- Optimize Cloud UC
- Optimize Communication
- Optimize Communications Environment
- Optimize Contact Center
- Optimize Contact Centers
- Optimize Healthcare
- Optimize Unified Communications
- Patient Care Monitoring Solution
- Patient Engagement Healthcare Apps
- Patient Engagement Mobile
- Patient Engagement Mobile Apps
- Patient Engagement Mobile Health
- Patient Engagement Solutions
- Patient Engagement Statistics
- Patient Engagement Technology
- Patient Engagement Vendors
- Patient Flow Summit
- Patient Monitoring Interfaces
- Patient Monitoring System
- Patient Transfer Solutions
- Patient Virtual Monitoring Platform
- Patient Virtual Monitoring Platforms
- Personal Financial Management
- Process Virtualization
- Prognosis Uc/Unified Communications
- Prognosis Unified Communications
- Proper Disease Management
- Pros of Technology in Healthcare
- Protected health information
- Purpose of Video Banking
- Rapport with Customers
- Reduce Communication Cost
- Reduce Errors with Ai
- Reduce Human Resources Costs
- Reduce IT Costs
- Reduce IT Operating Costs
- Reduce Operating Costs
- Reduce Operation Costs
- Reduce Technology Costs
- Reducing Hospital Readmissions
- Reducing IT Costs Financial
- Reducing Operating Costs
- Reducing Readmission
- Reducing Readmissions
- Remote Agent Contact Center
- Reuters Health
- Reva Agent Advsior
- Rise of Telemedicine
- Rural Patient Engagement
- Rural Telemedicine
- SaaS applications
- Savannah Georgia
- Scalable Call Center
- Scalable Contact Center
- Seamless Healthcare
- Seamless Patient Transfer
- Secure Compliant Fax
- Secure Email Solutions for Healthcare
- Secure Email Systems
- Secure Email for Healthcare
- Secure HIPAA Compliant Video Conferencing
- Secure Health Information Solutions
- Secure Networking
- Secure Online Communication
- Secure Outcomes MTM
- Secure Patient-Centered Communication Platform
- Self-Service Contact Center
- Senior Family Healthcare
- Senior Linkage Line MN
- Senior Linkage Line Minneapolis
- Senior Linkage Line St Cloud MN
- Senior telehealth
- Service Line Growth
- Shadow IT
- Siebel Systems
- Significant shift in communications
- Simplify the Patient and Provider Experience
- Simplifying Healthcare
- Smart ATMs
- Smart Home Payments
- Smart Stethoscope
- Software for Telemedicine
- Streamline In-Branch Operations
- Successful Disease Management Programs
- Technical HIPAA Compliance
- Technology Communications Strategy
- Technology Cost Reduction
- Technology Cost of Operation
- Technology and HIPAA
- Technology and Patient Engagement
- Telecommunication for Clinics
- Telehealth Ai
- Telehealth Barriers
- Telehealth Benefits & Challenges
- Telehealth Benefits in Rural Areas
- Telehealth Cloud
- Telehealth Industry Statistics
- Telehealth Mobile Apps
- Telehealth Patient Engagement
- Telehealth Statistics
- Telehealth for Rural Areas
- Telehealth for Rural Patients
- Telehealth in Rural Areas
- Telemedicine Cost Savings
- Telemedicine Impact on Healthcare Cost and Quality
- Telemedicine Implementation
- Telemedicine San Francisco
- Telemedicine Software Cost
- Telemedicine Visit
- Telemedicine Visits
- Telemedicine for Rural Areas
- Telemedicine in Rural Areas
- The Financial Brand
- The Future of Wearable Technology in Healthcare
- The Rise of Telemedicine
- Top 10 HIPAA Violations
- Top Disease Management Vendors
- Top HIPAA Violations
- Traditional contact centers
- UC Cloud
- UC Contact Center
- UC Experience
- UC Providers
- UC Security
- UC Solutions
- UC Tech 2020
- UC Technologies
- UC Technology Commercialization Report
- UC Technology Inc
- UC Technology Requirements
- UC Technology Solutions
- UC Technology Transfer
- UC applications
- UC platform
- Unified Collaboration Platform
- Unified Communication Healthcare
- Unified Communication In Healthcare
- Unified Communication Strategies
- Unified Communication Top Vendors
- Unified Communication and Collaboration
- Unified Communication for Dummies
- Unified Communication for Small Business
- Unified Communications Call Center
- Unified Communications Case Study
- Unified Communications In Healthcare
- Unified Communications Minnesota
- Unified Communications Solution
- Unified Communications Solutions Minneapolis
- Unified Communications Statistics
- Unified Communications Tools
- Unified Communications Trends 2020
- Unified Communications Virtualization
- Unified Communications and Collaboration (UCC)
- Unified Communications and Collaboration Companies
- Unified Communications and Collaboration Market
- Unified Communications and Collaboration Solutions
- Unified Communications and Collaboration Strategy
- Unified Communications as a Service
- Unified Communications as a Service Benefits
- Unified Communications for Business
- Unified Communications in Technology
- Unified Communications in the Cloud
- Unified Communications in the Enterprise
- Unified Communications vs Contact Center
- Unified Communications vs VoiP
- Unified Health Communication
- Unified Healthcare
- Unified Monitoring Market Trends
- Unified Patient Engagement Solution
- Unified-Communications-as-a-Service Market
- Unified-Communications-as-a-Service Market Size
- United Way 2-1-1 Summit
- United Way Community Leaders Conference
- University of Florida
- Use of Wearable Technology in Healthcare
- Utilizing Ai
- Valentine's Day
- Video Abandonment Rate
- Video Banking Benefits
- Video Banking Demo
- Video Banking Features
- Video Banking Platforms
- Video Banking Services
- Video Banking Solutions Providers
- Video Banking Technology
- Video Banking Trends
- Video Banking Use Cases
- Video Banking Vendors
- Video Banking at Credit Unions
- Video Chat Customer Service
- Video Conferencing Mobile Banking
- Video Rapport
- Video-Enabled Banking
- Violations of HIPAA
- Virtual Branches
- Virtual Care Management
- Virtual Care Platform
- Virtual Care Solutions
- Virtual Cloud Communication
- Virtual Consultations
- Virtual Contact Center
- Virtual Contact Center Agent
- Virtual Contact Center Agents
- Virtual Contact Center Manager
- Virtual Contact Center Software
- Virtual Contact Center Solution
- Virtual Contact Center Solutions
- Virtual Contact Center Technology
- Virtual Contact Centers
- Virtual Health Solutions
- Virtual Health System
- Virtual Healthcare Experience
- Virtual Healthcare Solutions
- Virtual Monitoring
- Virtual Patient Care
- Virtual Patient Experience
- Virtual Patient Monitor Solution
- Virtual Patient Monitoring Platform
- Virtual Patient Monitoring Service
- Virtual Patient Monitoring Solution
- Virtual Patient Observation
- Virtual Patient Observation Technology
- Virtual Patient Software
- Virtual Patient Visits
- Virtual Teller
- Virtual Tellers
- Virtual Visit Meaning
- Virtual Visit Monitoring
- Virtual Vistis
- Virtual trauma rooms
- Virtualization Advantages
- Virtualization History Timeline
- Virtualization Process
- Virtualization Strategies and Advantages
- Virtualized Care
- Virtualized Care Solution
- Voice Communications Mankato
- WAN engineering
- Ways to Reduce Abandoned Calls
- Wearable Device Examples
- Wearable Device Healthcare
- Wearable Devices Healthcare
- Wearable Devices for Healthcare
- Wearable Devices in Healthcare Industry
- Wearable Health Tech
- Wearable Health Technologies
- Wearable Health Technology 2020
- Wearable Healthcare
- Wearable Healthcare Devices
- Wearable Tech Healthcare
- Wearable Tech in Healthcare
- Wearable Technologies in Healthcare
- Wearable Technology 2020
- Wearable Technology Benefits
- Wearable Technology Data Collection
- Wearable Technology Health
- Wearable Technology Healthcare
- Wearable Technology Innovations in Healthcare
- Wearable Technology and Healthcare
- Wearable Technology for Healthcare
- Wearable Technology in Healthcare
- Wearable Technology in Healthcare 2020
- Wearable Technology in Healthcare Companies
- Wearable Technology in Healthcare Society
- Wearable Technology in Medicine
- Wearable Technology in Medicine and Healthcare
- Wearables Healthcare
- Wearables Technology in Healthcare
- Wearables and Healthcare
- Wearables in Healthcare
- What Can Unified Communications Merge?
- What Customers Expect from Customer Service
- What Does Unified Communications Include?
- What Does Unified Communications Mean?
- What Does Virtual Care Mean?
- What are Digital Transformation Initiatives?
- What are Digital Transformation Projects?
- What are Digital Transformation Skills?
- What are Digital Transformation Solutions?
- What are Digital Transformation Technologies?
- What are Unified Communications Solutions?
- What are Unified Communications?
- What are Wearables in Healthcare?
- What do you expect from Customer Service?
- What is Condition Management?
- What is Contact Center Technology?
- What is Disease Management
- What is Disease Management in Healthcare?
- What is Patient Engagement Technology?
- What is Presence in Unified Communications?
- What is Secure Mail
- What is UC Technology?
- What is Unified Communications and Collaboration?
- What is Unified Communications as a Service?
- What is Unified Communications?
- What is Virtual Care?
- What is Virtual Healthcare?
- What is Wearable Technology in Healthcare?
- What is an Omnichannel Contact Center
- Why Is Unified Communications So Important?
- Why Is Wearable Technology Important?
- World Health Organization
- achieving call center success
- agents of change
- aging population
- at-home care
- automated paperwork transfer
- automated self-service
- automated solution
- banking technology
- barriers to care
- benefits of telehealth
- browser-based services
- building a communications system
- building customized solutions
- call center clinic
- call center solution
- care coordination
- cashless society
- chronic conditions
- chronic health conditions
- cloud service connectivity
- cloud service providers
- cloud services for healthcare
- cloud tech
- cloud technology
- cloud-based call center technology
- cloud-based communication platform
- cloud-based encryption communication
- cloud-based medical contact center
- cloud-based technology
- communications Achilles heel
- communications infrastructure
- communications landscape
- community resources for aging
- community-based programs
- community-based services
- connected health
- consumer communications
- consumer driven model of healthcare
- consumer perceptions
- customer demands
- customer expectations
- customer interactions
- customer questions
- customer relationship management (CRM)
- customer security
- customer support
- customer-facing solutions
- cyber breach
- data hacking
- data management strategies
- data privacy
- data protection
- deployment of encrypted communications
- design of mobile applications
- digital channels
- digital communication
- digital communications
- digital healthcare for seniors
- digital technology
- digital transactions
- digital transformation strategies
- digital workplace
- digitalized communications
- digitally transforming industries
- doctors to rural communities
- easy to use communication
- electronic protected health information
- email or chat
- embrace innovation
- employee feedback
- encrypted chat system
- federal reserve
- financial industry
- financial service firms
- follow-up appointments
- future of healthcare depends
- future of telehealth
- health IT systems
- health IT vendors
- health information strategies
- health insurance policies
- health it infrastructure
- health systems
- healthcare IT
- healthcare IoT
- healthcare artificial intelligence
- healthcare consumerization
- healthcare cyberattacks
- healthcare cybersecurity
- healthcare executives
- healthcare industry
- healthcare organization
- healthcare organizations network infrastructure
- healthcare resolutions
- healthcare transition
- healthcare trends
- healthcare's future
- holiday shopping
- implement mobile strategy
- improve care
- improve readmission
- inbound patient communication
- increased conveinence
- industry standards for digital
- innovative call center solution
- internet protocol
- isolated seniors
- journal of american medical association internal m
- legacy systems
- level of connectedness
- lobby management
- mHealth and Wearable Technology
- mHealth buzzword
- mHealth trend
- medical records
- millennials changing financial landscape
- mitigating attacks
- mobile app
- mobile communications
- mobile consumers
- mobile experience
- mobile queue solutions
- mobile technology in medicine
- mobile workforce
- mobilized communication
- multi-protocol services
- multichannel communication
- multichannel support
- multimedia call center solution
- multimedia contact center
- multimedia integration
- n4a conference
- national nurses week
- navigating HIPAA
- networking security
- next-generation clinics
- next-generation contact center
- north memorial health
- omni-channel customer communications
- on-the-go lifestyles
- online web portal
- p2p payments
- patient care
- patient communication
- patient costs
- patient outcomes
- patient scheduling
- patient-centered care
- personal connection
- personal touch
- pharmaceutical stage
- phase 2
- physical demographics
- potential security threats
- premise monitoring
- preventative outreach
- private customer information
- provider networks
- quality of care
- recognition software
- reduce readmissions
- reduced hold times
- regional financial institutions
- remote bedside evaluations
- research-based practices
- safeguarding patient technology
- school-based telehealth program
- secure communications
- secure encryption
- secure sockets layer
- secure telehealth
- secure unified communications
- security challenges
- security policies
- security training
- security-first culture
- senior benefit from digital healthcare
- seniors and families digital healthcare
- session oriented security
- societal barriers
- software-as-a-service (SaaS)
- spooky truths
- stay secure during the holiday rush
- support customization
- tele-ICU programs
- teleconferencing counseling sessions
- telehealth expanded to mobile
- telehealth for seniors
- telehealth initiative
- telehealth services
- telehealth solution
- telehealth video consultations
- telemedicine demo
- telemedicine programs
- telemedicine solutions
- thankful for telehealth
- top trends uncovered at AHIMA
- traditional financial institutions
- transaction options
- transport layer security
- underserved communities
- unexpected reasons to be grateful
- unified communication tools
- unified communications platform
- unified communications technology
- unified communications trends
- user datagram protocol
- user experience
- vendor neutral APIs
- video teleconsultation
- video telemedicine services
- virtual branch
- virtual call center
- virtual care
- virtual patient monitoring
- virtual pharmacies
- virtual private networks
- voice technology
- waiting rooms
- wearable technology
- work from home
Providing secure, compliant unified communications via our cloud platform. From encrypted email to secure desktop sharing to secure voice and video collaboration, Revation LinkLive is the first truly unified communications platform.
- Revation Home
- Why Revation?
- LinkLive Healthcare
- LinkLive Banking
- Reva AI
- Customer Success
- Case Studies
- In the News
- Connect with Revation
- Social Media