Thomas Moroney

4 Ways to Prepare Your Healthcare Contact Center for Open Enrollment Season

Open enrollment season is approaching fast. Is your business equipped to handle the increased call volume and demands while also maintaining high-quality service? That’s the struggle facing every healthcare payer, but it’s one you can overcome by taking the right preparations for your internal...

Your Guide to Building an Engaging Omnichannel Customer Experience

Your customer experience is indivisible. A bad interaction with your voice, email, chat, SMS, or social channels diminishes trust and satisfaction for your entire brand. And it’s a problem we anticipate will worsen as more social platforms and distinct channels emerge. The only way...

The Healthcare Call Center Metrics That Help Improve Care Outcomes

Your healthcare contact center team needs to have a good “bedside manner.” Inside and outside the exam room, people crave compassion and understanding. And they want any representative of a healthcare provider or payer to communicate with them in an engaging way. When healthcare...

4 Sales Habits that Scare Your Customers and Capsize Your Outbound Sales

Your customer acquisition team starts with a major strike against them – and it’s not even their fault! Years of irrelevant sales calls from crummy salespeople soured consumers to outbound calls. In short, bad apples have spoiled the bunch.   However, we’ve found that successful…

How to Lower Your Customer Acquisition Costs – Without Hurting Customer Experience

We’ve seen plenty of PR nightmares arise as businesses, with the best of intentions, attempt to prune their own acquisition budgets. The most common problem is that as businesses slash customer procurement costs, they also erode their customer experience – creating a financial wash...

The Best Way to Calculate Customer Retention and Keep Your Clientele

Studies by Bain & Company show the effort to increase customer retention by 5% produces 25% additional profits through upsells, cross-sells, and customer referrals. It’s not a stretch to say your ability to retain customers reflects your ability to grow your bottom line.   So,…

Tired of Low-Cost Offshore Vendors? It’s Time to Try a Nearshore Contact Center

Cheap isn’t our idea of a virtue. If you’ve ever driven a low-cost lemon off a used car lot or bought a shoddy home appliance, you’re all too familiar with the reasons why. Yet when the stakes are even higher, i.e. a business searching...

What You Need to Know About the Rise of AI in Customer Service

When we talk about memorable customer experiences, we tend to value what’s human. We celebrate the human touch in a conversation. We take pride in the personable way an agent facilitated a fix or solution. We strive for personalized interactions that wow customers. Yet...

Christmas in July? Prepare Your Holiday Season Customer Service Now

Every July you watch fireworks, barbeque, and relax by the pool. And if your business sells to consumers, you’re hopefully ramping up your customer service to handle the seasonal spikes from Christmas sales. Wait any longer and you’ll put your overall customer satisfaction at...

3 Digital Customer Experience Strategies to Upgrade Your Brand

As a society, we’ve embraced a digital existence, but not all businesses have made the full transition. For example, though brands now accept social media customer service as a means of engaging customers, they often fail to approach their overall CX from a digital...

How to Tell if an Outsourced Contact Center Is Right for Your Business

Should my business outsource its contact center? At TLC, we hear this question a lot. It’s a dilemma that many companies face as they seek to grow and improve their business operations, but it can be tricky to answer. While there can be clear...

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