Archive for February, 2012
Are You Ready for the Healthcare B2C Shift?
February 08, 2012
by Christine Kowalczyk
While the future of healthcare reform is uncertain, the prospect of servicing millions of new individual plan members has many insurers feeling the pressure to shift from a business-to-business (B2B) to a business-to-consumer (B2C) model.
Healthcare executives have already begun to embrace customer service as a competitive differentiator. With pricing and medical loss ratios [...]
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4 Ways Retail Companies can Enhance the Multichannel Service Experience
February 07, 2012
by Bridget Trask
For retailers, a growing array of customer service interaction channels is opening up new opportunities to shape the customer experience, but it also comes with a new set of challenges.
According to Convergys 2011 Customer Scorecard Research, 1 in 4 retail customers has obtained customer care with a company in the past six months [...]
