Zappix Blog

What is an API An application programming interface (API) is a way for two or more computer programs to communicate with each other. It is a type of software interface, offering a service to other pieces of software. The API is not intended to be used directly by a person...

n response to the outburst of Covid-19 and the implementation of new health regulations, the workforce had to adjust to the changes. Millions of workers who used to work in the office had to find a way to bring the office to their homes. Almost three years have passed since...

As a manager, it can seem extremely overwhelming to determine which contact center KPIs are most critical to the company’s success. In order to measure your contact center’s adequacy, let’s highlight the top five metrics to track. When there is so much hustle and bustle going on in your contact...

According to a recent HBR article, 70% to 95% of digital transformation projects fail to meet their original objectives, with an average of 87.5%. Yet, the high failure rate does not slow down the drive for the much-needed digital transformation. So, how can enterprises do better? In the article byDidier...

This article has been republished from the original source. Find theoriginal articleon HealthcareBusinessReview.com. In the wake of COVID-19, patient engagement evolved as emerging disruptions pushed patients to adopt digital avenues to engage with their healthcare providers. The pandemic also sparked behavioral changes in patients as they’ve begun to compare interactions...

The technology market has evolved dramatically over the past 10 to 15 years, and it is almost unrecognizable compared to where we were in the early 2000. These major dynamics have also impacted the Customer Experience domains and are transforming CX. We see several mega-trends in the market that are...

The Triple Aim framework, developed by theInstitute for Healthcare Improvement(IHI) in 2007, has helped many healthcare systems optimize performance and improve patient care with its three-pronged approach. Modern providers have added a fourth aim to this framework, and it’s benefitted all involved. The three areas of focus, improving patient experience,...

Whether your business operates its own call center or leverages external organizations, every organization can benefit by reducing the overall costs associated with modern customer service operations. Especially in the modern, post-COVID era of hiring challenges and increased customer service expectations, efficient, digital self-service should be at the forefront of...

We might be facing one of the most dramatic periods of call center transformation in history — COVID-19 dramatically accelerated digitalization, consumers now expect more automation and self-service, and The Great Resignation is affecting every contact center. With that in mind, modern contact centers are looking to adapt. To stay...

Today’s healthcare landscape has been completely reshaped by pandemic experiences. Modern shifts in patient interactions and patient experiences were dramatically accelerated by the past few years and some things will never go back to the way they were. As evidenced by the rise of virtual care, healthcare providers are increasingly...

Today’s patients are bringing expectations from the consumer market into their healthcare interactions. From the convenience of on-demand rideshare apps to fast and simple membership sign ups and proactive notifications telling us when our recent shipment is 10 stops away, modern patient experience has an array of customer experiences it’s...

Modern customer experiences are becoming more convenient and personalized every day. Healthcare providers and health systems can jump to the top of patient satisfaction by applying lessons learned from the consumer market. Sitting in the hospital in the standard patient gown, waiting for my doctor to come back, I reached...

The past two years have fundamentally transformed customer engagement and the customer service journey across many industries. Contact centers learned how to work from home, customers remembered how QR codes work, and most importantly, digital experiences became table stakes for businesses deploying premier CX. According to Twilio research, companies that...

Automated digital self-service brings a host of benefits to customer service and customer experience. Faster, less cumbersome interactions get callers to answers at lightning speed and can handle many more calls simultaneously compared to traditional live agents. Some tasks require human empathy, however. Some callers choose not to take advantage...

Visual Self-Service solutions have rapidly become commonplace as companies have adapted to COVID-19 and digitized their operations. The combination of rich, easy to use visual interfaces and sought after automation has created solutions that benefit many levels of business. Solutions streamline customer service interactions, boost satisfaction among customers and employees,...