Don’t Let Your IVR Lead Customers Astray

…By Loraine DeBonis, Director of Corporate Communications On a recent weekend, I got a fraud alert from my credit card company asking to verify a transaction. It was $11 for an online retailer in Jakarta. I confirmed it wasn’t me, and I was relieved my credit card company was looking out for me. But what […]

Three Keys to Stress-Free Customer Service this Holiday Season

…By Sagar Rajgopal, Chief Operating Officer Retailers invest significant resources in their fourth-quarter plans and for good reason. U.S. shoppers spent more than $850 billion last year between Thanksgiving and Christmas. Industry analysts are expecting another strong Q4, tariffs and a shorter shopping season notwithstanding. Of course, driving sales is only one piece of the puzzle. How […]

The Future of Managed Care is Personal

…With Medicare and Medicaid spending expected to surge higher over the next decade than in the previous 10 years, the Centers for Medicare & Medicaid Services (CMS) is trying to combat rising costs by helping members improve their health. As part of that effort, in 2018, CMS gave Medicare Advantage plans the green light to significantly expand member […]

Fall Conference Season: All about AI

…Industry leaders are examining ways to take advantage of AI, more specifically, machine learning, to reduce costs, prevent fraud, improve customer service and more.