Health plans push for their members to visit their primary care provider for a checkup. It improves health outcomes and reduces the medical spend from costs related to illness and disease. Like their members, health plans also need checkups that will identify the challenges to which they are increasingly exposed, such as issues around information security, revenue maximization, and staffing needs. In this webinar, we will discuss how to specifically deal with key issues related to each of these areas.
*Emerging markets context
*EU5 vs. Emerging Markets comparison – similarities and differences
*Rep-reach: How different coverage influences digital preferences
*Understanding the digital gap
Azure makes substantial infrastructure capabilities available to you with just a click of the mouse, but this isn't the virtualization stack you're used to. HOSTING VP of Product, Sean Bruton, will discuss the gotchas and nuances of the current Azure compute services to help you find success for production applications on Azure.
“Better data is everyone’s job” is a bold statement and an audacious goal for every organization. At University of Pittsburgh Medical Center (UPMC), it is precisely what drives their data governance initiative. As the largest nongovernmental employer in Pennsylvania, UPMC is committed to delivering superior medical service to its millions of patients. To achieve that goal, every piece of data could have impact on the outcome.
Join us to hear a refreshing dialogue between Terri Mikol, Director of Data Governance at UPMC, and Rob Karel, VP of Product Strategy and Marketing at Informatica, on the revolution (instead of evolution) of the data governance program at UPMC.
Their conversation will reveal:
•The business imperatives behind the data governance program
•Secrets that inspire everyone in the organization to become a data hero
•Key aspects of the data that need to be governed to ensure clean, connected and safe data is always available and fit for use
(ISC)² and CSA recently developed the Certified Cloud Security Professional (CCSP) credential to meet a critical market need to ensure that cloud security professionals have the required knowledge, skills and abilities to audit, assess and secure cloud infrastructures. Join Jim Reavis, CEO of Cloud Security Alliance and David Shearer, CEO, (ISC)² on August 20, 2015 at 1:00PM Eastern to learn more about the CCSP, the qualifications for it and the future of cloud security.
Abstract: Demonstrating compliance with PCI DSS is far from a trivial exercise. With the deadline for complying with the new PCI DSS 3.0 requirements coming up soon, are you sure you can document your compliance? Join us for this demo-based customer training where we will show you how to get the most out of USM for your PCI DSS compliance efforts, and your overall security posture.
Core USM capabilities that map to specific PCI DSS requirements
NEW PCI DSS reports added in the latest product release
Specific use cases illustrating how to use USM to ensure compliance and improve security
WebRTC is a new technology that brings video-calling capabilities natively to the web browser, reducing friction for users who need access to such technology. Video conferencing in business is in transition from on-premise, device-based solutions to a hybrid, virtualized service. WebRTC is taking video conferencing by storm and transforming how video conferencing solutions are used across the globe.
In this webinar, you will learn what WebRTC is and what its capabilities are. We will cover five important aspects of deploying WebRTC as part of your video conferencing solution:
2. True access for everyone
3. Addressing changes in computing trends
4. IT bypass
5. Hybrid transition
It’s happened. The nightmare that has haunted your sleep is now reality: your company has been breached.
There will be plenty of time to look back. Now is the time for action. Your response in the trying days ahead will make all of the difference in restoring customer trust and minimizing backlash—both external and internal. Timely communication is the lynchpin.
This webinar provides practical, actionable best practices to securely integrate email into your breach response communication plan, keeping the phishers and criminals at bay while ensuring that timely information reaches your customers. So you can be the hero, not the scapegoat.
Tim Sloane (Mercator), Justin Lemrow (Contact Solutions)
Profits from running prepaid programs are often elusive and hard to capture. Tim Sloane of Mercator highlights key findings from his prepaid program profitability model and Justin Lemrow of Contact Solutions talks about the importance of customer care in achieving sustainable profits.
Michael Flores, CEO Bretton Woods; Justin Lemrow, Director of Continuous Improvement, Contact Solutions
Disruptive changes in the Retail Banking industry have forced executives to rethink age-old business models in order to survive the rapidly changing environment. Customer experience is a strategic lever that you must know how to operate to be successful. But what can you do right now?
Learn how other executives using customer experience and the call center to beat the mounting pressures to do more with less. In this webinar, you will learn:
- What you're missing in your vision of banking channels
- Why a tight focus on mobile might undermine your customer experience strategy
- What your peers say about the role of the contact center in the future
Megan Burns of Forrester Research and Justin Lemrow, Director of Continuous Improvement at Contact Solutions
The CFPB Complaint Database Could Be the Best Thing to Happen to Prepaid This Year. Curious? Learn more in this webinar from Forrester Research, Inc., and Contact Solutions.
The prepaid card industry is becoming more regulated, which means it is a crucial time for prepaid card providers to focus on customer experience.
With the Consumer Financial Protection Bureau (CFPB) now publicly sharing individual-level consumer complaint data on financial services companies, your business – and your customer experience – must be prepared for this public scrutiny.
In this informative, 60-minute webinar, Contact Solutions and Forrester Research will examine the importance of customer experience in the increasingly regulated prepaid card environment. We will share practical advice about how improved customer experience in the prepaid industry can help reduce regulatory scrutiny and how your business can turn the process from a business threat to a competitive advantage.
Guest speaker Megan Burns of Forrester Research, Inc., a leading expert on customer experience, and Justin Lemrow of Contact Solutions, a thought leader schooled in the discipline of continuous improvement, will present case studies, best practices and lessons learned from other industries that will provide you specific strategies and tools to take back to your company today.
Justin Lemrow, Director of Continuous Improvement, Contact Solutions; Dan Miller, Sr. Analyst, Opus Research
When customers call your company, they have a single objective in mind: Fast, frictionless results. They equate “service quality” with quick resolution of their problems by a live agent. If they are put on hold, confronted with confusing options or delivered to an individual who is not “up-to-speed” with their requirements, they think less of your company and its brand.
Customers equate satisfaction with reaching a live person. Yet our research and empirical data show that what customers really want is fast, friction-free resolution of their specific problems – whether its on a Web site, mobile app, voice response system or through a live agent. Achieving long-term customer satisfaction is a long-range goal that requires constant monitoring and improvement.
Join Dan Miller, Sr. Analyst at Opus Research, and Justin Lemrow, Director of Continuous Improvement at Contact Solutions, as they discuss how to strike the right balance between automated self-service and human assisted care in order to achieve high-levels of customer satisfaction at relatively low-levels of expense. Their observations will be grounded in the benchmark findings from a financial services company that conducts constant quality assessments of how well the company recognizes and resolves each customer’s intent, interaction and perception.
Paul Logan, CEO of Contact Solutions, and hosted by Marilyn Bochicchio, CEO of Paybefore
According to Forrester Research, better customer experience (CX) can be worth millions in annual revenue to card programs and to companies like yours. Yet, the customer experience discussion has barely even started in Prepaid. This webinar kicks it off. Topics include:
• Why customer service needs to be at the top of your agenda
• Seven customer service sins in prepaid that create barriers to business success
• Customer service lessons learned from the leading brands
Premise or Cloud? Cloud or Premise? Not all solutions are equal when addressing the possibilities of improving the Customer Experience.
In this short, education webcast, join Contact Solutions for a discussion with Customer Experience and Continuous Improvement expert Justin Lemrow, and learn why Customer Experience managed in the cloud is CXier.
Coaching your agents is one of the most effective ways to improve the customer experience in your contact center. You review how they handle calls, break down the interactions, and provide constructive feedback so they can improve. Why not do the same for your IVR? Caller interaction with your IVR can influence customer experience just as much as your agents do.
You can coach your IVR just as effectively as you coach your agents, but only if you capture enough information to measure the full customer experience.
Join us on October 25th at 2:00 PM Eastern time for a new 30-minute webcast from Contact Solutions. In Creating Coachable Moments in the IVR we will discuss:
-Why surveys alone can be misleading
-3 areas you should be measure to get a complete picture of customer experience
-Why the IVR is an important touch-point you can not afford to ignore
Insights for contact center leaders, CX professionals and executives.
Contact automation (in particular your IVR) doesn't have to be a dirty word. When applied correctly, this application can be a cost-savings tool that also delivers the same positive customer experience you expect from live agents. Join us as we address industry opportunities and reveal game-changing innovations.