How the Keep Call Centers in America Act Will Reshape CX
When legislation promises to “bring jobs back home,” it’s easy to assume it will strengthen both the economy and customer service. But the Keeping the Call Centers in America Act of 2025 overlooks deeper issues driving the problem.
#1 AHT and FCR Performancein End-to-End AirlinePassenger Support
A leading U.S. airline operating passenger-facing services across the full flight lifecycle—from booking through baggage claim—serving high volumes of travelers through complex, time-sensitive customer interactions.
Ever Intelligence: Where tech meets experience
In today’s world, AI can generate frameworks in seconds—but true leadership goes deeper.
Why Staffing Shortages in Healthcare Put Patients and Hospitals at Risk
Healthcare is entering one of the largest workforce shortages in its history. EMSI data predicts a 3.2 million healthcare worker shortage by 2026, reflecting the scale of disruption hospitals and health systems are facing. As teams become overstretched, delays, errors, and patient dissatisfaction increase.
How to Scale Customer Support Ahead of Tax Season Surges
With IRS capacity shrinking amid budget cuts and government shutdowns, filers are increasingly turning to tax service providers to manage uncertainty. This spike, driven by seasonal demand and systemic delays, is testing providers’ ability to scale customer support under pressure.
From 68% to 82%: How Coaching and Culture Improved CSAT for A Top Utility Provider
As regional population growth and colder weather drove up call volumes, staffing lagged behind.
With not enough agents to take high-stress calls such as service disconnections, billing disputes, and outage complaints, overtime work spiked, coaching fell off, and service quality declined, pushing CSAT below the industry-benchmark of 80%.
How a National Healthcare Payer Ramped to 2.3K+ Champions In 6 Months
With operations spread across multiple geographies, Everise built flexibility into the client’s core staffing plan, proposing a 60/40 workforce model that blended full-time agents and seasonal staff. This gave the client a scalable way of increasing headcount quickly while still maintaining control over cost and performance standards.
Exceptional Patient Experience Begins with the First Call: How to Elevate Early Touchpoints with AI
Early interactions such as calls, chats, and portal requests shape trust and satisfaction long before the clinical visit.
How Healthcare Outsourcing in India Can Fuel AEP Success in 2025
U.S. healthcare organizations face relentless pressure to reduce costs, expand access, and maintain high-quality care.
Reducing the Cost of Medical Errors: Why Fixing the Front-End Matters
Every year, healthcare providers lose approximately $125 billion due to front-end errors like poor billing and coding practices. Beyond lost revenue, the cost of medical errors can also harm patients and put the entire operations at risk.