Articles
Tag: case management
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Want to Deliver Better Customer Service? Immerse Yourself in Context
Context creates a “big picture” that helps us interpret individual data points and take appropriate action in support of our customers.
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Why Case Management Needs to Be Part of Your Automation Plans
If we want to improve team productivity and decision making, then case management needs to be in our automation toolkit.
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When Case Management Fails: The Curious Incident of the Red Bag
A missing red bag demonstrates how ignoring basics of information and case management can tank a company's reputation
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2016 Contributors of the Year: Deb Miller
The proof is in the details. And the details are what Deb Miller focuses on in her monthly column for CMSWire. Miller picks apart the elements that create winning customer experiences, whether looking through a wide lens at how the banking industry is reinventing its customer interactions or on a
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To Improve the Customer Experience, We Need to Pivot
The U.S. presidential election season is nearing its final outcome and I, for one, look forward to closure — and to the time when we will stop hearing the buzzword “pivot.” Yet maybe it’s time for us all to pivot when it comes to creating better customer experiences.
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The Battle for Digital Transformation: Process vs. Data
It’s been 30 years since Tom Cruise's “Maverick” battled his fellow fighter pilot “Iceman” to be Top Gun. They engaged in a classic struggle that had first one then the other gain the edge.
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Dispelling 3 Common Case Management Misconceptions
Case management is growing in popularity among vendors, analysts and organizations in the content and information management space. But the term is nothing new for those in the healthcare industry. For decades, the healthcare industry used case management in planning and coordinating patient support, resources and wellness services.
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Robots Rising: The Future of Knowledge Work
He may not be as smart as Watson or Lieutenant Commander Data. He's definitely not as strong as the new FANUC M-2000iA/1700L that can lift 1.7 tons — the equivalent of two small cars or 24 people. And he is certainly not as pretty as the robot “clones” on
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Healthcare Tech is Giving Me High Blood Pressure
I lasted two days with my New Year's resolution to never lose my temper again with a customer service agent. It wasn't the agent's fault, it was the technology that failed.
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HP Autonomy Clouds E-Discovery Trend
If we’ve been carrying on a lot recently about HP Autonomy, it's only because it seems HP has finally cranked up the gears. It's starting to develop Autonomy as an asset rather than looking at it through the lens of the disastrous acquisition process that still hasn’t finished.
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CMSWire's Top Contributors 2013 - Deb Miller
When you hear "adaptive case management," what comes to mind? Business process management, document capture, content management? How about the Wizard of Oz? The invention of ice cream cones? The Rolling Stones? Deb Miller brings all of these references to play in her articles, which ground abstract concepts in commonly
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Reflections on Time: The Race for Competitive Advantage
We have an obsession with time. Whether spending it, saving it or traveling through it, we are addicted to the notion of time as a competitive advantage. Don’t be fooled by lessons from Aesop’s fables or the Rolling Stones about the value of patience.
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Using Case Management to Boost Customer Service
We've all had it happen -- the good customer experience that wins our loyalty and the bad, which makes us share with anyone who'll listen why they shouldn't patronize a company.
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Navigating a New Era of Client Retention
The insurance industry is experiencing a major shift in market behavior. Whether this becomes a perfect storm for failure or a new growth opportunity will depend on the insurer’s ability to respond to the sea change. In this month’s article in my ACM series, I take a look at
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