Are You Ready for the Healthcare B2C Shift?
February 08, 2012by 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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Cable In the Cloud: Picking the Right BSS for the Business Market
February 07, 2012By Carl Davies, Convergys Smart Revenue Solutions
This blog also appears on the B/OSS Billing & OSS World website in the BSS Evolution section here.
Since at least 2006, the communications market’s best and brightest have predicted an epic battle between cable companies and telcos in the enterprise sector. 2012 may turn out to be the year that [...]
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4 Ways Retail Companies can Enhance the Multichannel Service Experience
February 07, 2012by 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 [...]
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Cable Companies — Go “Over the Top” on the User Experience
February 02, 2012by Carl Davies, Convergys Smart Revenue Solutions
NEWSFLASH — Dateline London, January 2012: Netflix and Roku storm the United Kingdom, threatening to overturn the cable and satellite industry’s dominance of the video sector, even as home turf entrants Freeview and Freesat vie for customers by offering channels completely free of charge.
When OTT video players entered [...]
