February 2009 Archives

Our healthcare system is a constant news topic today as the government looks at ways to make it more efficient and patient-friendly. One of the issues with the system is that of insurance. There are many statistics being tossed around noting how many have and do not have insurance, etc. What is sometimes overlooked is the burden the current healthcare insurance system puts on the overall healthcare system and thus those that do not have insurance.

Per research conducted a few years ago by the American Medical Association it is quite common for insurers to reduce, delay and deny claims that should be authorized. Continue Reading...

Maintaining high customer satisfaction levels in consumer services can be quite daunting. The first experience is typically a phone call to check prices, determine availability and schedule service. Then, an employee with little or no direct supervision will go onsite with a mission to deliver the service to the customer's satisfaction and collect payment, often after attempting an upsell to a premium service or to include an add-on.

Take for example, carpet cleaning. When scheduled, the consumer is usually thinking "I just want a clean, comfortable home for my family." But there are so many options and the prices can vary substantially.

We recently documented the case of a Stanley Steemer franchise in San Diego, CA, who uses our recording technology to ensure proper customer communications and immediately resolve any disputes over included services, schedules and pricing.

Continue Reading...

I've spent much of the last day or so speaking with distributors and other partners interested in whether the economy is making it easier or harder to get attention from channel partners. My honest response is that channel partners are more eager than ever for applications and business solutions that make immediate impact in the form of ROI because their traditional product lines - communications platforms and phones - are not driving the same rate of sales as before.

End users need solutions to real problems around customer retention, business protection and cost reduction. Channel partners and VAR's are a sharp bunch; they want to sell what customers want.

So I am excited about our present opportunities. I'm interested to know what others think. Continue Reading...

I will be attending ITEXPO East in Miami these next couple of days. I am interested to gauge the state of the industry given all of the changes that have taken place since ITEXPO West last September.

My primary purpose is to deliver a presentation regarding the use of call recording solutions to protect business assets while concurrently gaining operational advantages, something few insurance investments can offer. Businesses face greater scrutiny and oversight today than in recent times, both from the government and customers. Call recording can be used to more effectively address these constraints while making the business more customer friendly, boosting the top and bottom lines.

If this topic appeals to you I hope are able to attend this session and gain from the presentation.

Looking forward to seeing everyone in Miami... Continue Reading...