Apple's IDFA update may not have the negative impact for marketers as previously feared.

Full story

It’s no surprise that social media’s popularity increased during the global COVID-19 pandemic. As a result, it is expected that social media marketing spend will increase over the next few years.

Full story

Reddit is developing its own audio-only feature as competition heats up for Clubhouse.

Full story

You spend a lot of time and effort creating content – finding content ideas, setting up a schedule, producing and launching the content. But what kind of performance are you getting for your efforts? Considering that half of digital content is not noticed, what can you do to up your game?

Full story

Use these three steps to guide your experience improvement (XI) efforts.

Full story

At the start of COVID-19, Gina Minas, director of access at Northwestern Medicine, was faced with some daunting numbers: Each year, her call center team handles 7.6 million calls. She has 260 agents. With only 20 percent of her staff already working from home before COVID-19, she had only seven days to transition 80 percent of her staff to a WFH environment.

Full story

Lumeon, the leader in care automation, today announced the findings of its 2020-2021 U.S. Patient Access Leadership Report. The research uncovers the biggest challenges encountered by patient access leaders during COVID-19—among them, the fragmentation of the patient experience, processes, and technology.

Full story

According to MidMichigan’s virtual health experts, this milestone was the result of early system-wide investment in the technology coupled with a dramatic increase in demand for virtual care services during the global COVID-19 pandemic.

Full story

The company not only handles the Schmitt-Thompson Office Hours protocol set but also the Schmitt-Thompson After-Hours protocols. “We’ve grown beyond group practices and now sell to a number of clinics, hospitals, after-hours call centers and insurance companies,” says President Dave Schmitt. “We have 500 clients now, which are more than triple what we had three years ago.

Full story

Learn about 4 key factors for improving your social media videos.

Full story

Learn about the effect of coming changes to Apple's IDFA.

Full story

Clubhouse, a new player on the social media scene, has potential uses for marketing.

Full story

LinkedIn recently added some new features to help brands increase their organic reach and boost connection with colleagues.

Full story

State University of New York (SUNY) Upstate Medical University leveraged their call center software to provide flexibility and enable their organization to respond quickly to the COVID-19 crisis to support their communities while keeping their staff safe.

Full story

Pia Mangini from Coffey Communications discusses the effects of the COVID-19 pandemic on marketing strategies and what we'll see moving forward.

Full story

The training, optimization, and performance initiatives begun in 2019 drove a “new culture” within the Contact Center.

Full story

The importance of proper and accurate documentation of nurse triage calls.

Full story

What constitutes a positive or negative experience at a medical appointment? The answer can help healthcare call centers as they strategically look at the services they provide.

Full story

A new updated version of Telephone Triage for Oncology Nurses is dedicated to the telephone triage needs of oncology nurses, as cancer patients have special needs.

Full story

Given the sensitivity of the information that is shared and recorded on an hourly basis, it’s vital that Healthcare contact centers ensure all this data is kept safe and secure—both from outside threats as well as from potential bad actors internally.

Full story