Insights

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.

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.

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%.

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.

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.

Many customers find tax season frustrating, with only 52% of them feeling confident about filing their taxes. Addressing this growing discontent requires careful and strategic planning. By prioritizing efforts to improve customer experience, financial service providers can reduce the strain caused by rising call volumes, minimize security and compliance risks, and control operational costs.

In regulated utilities, customers have no option to switch providers. That is why state utility commissions—known in some states as Public Utility Commissions (PUCs), Public Service Commissions (PSCs), or Utilities Boards—step in to monitor Service Level Agreements (SLAs).

The energy and utilities industry is at the crux of transformation. As one of the largest sources of global carbon emissions, it faces great pressure to lead the shift toward a more sustainable future.

From rising claims and regulatory complexity to customer expectations shaped by technology-enhanced experiences, digital transformation compels insurers to modernize operations without losing the human touch.

As interconnectivity grows, so does exposure to global risks. In early 2025, global insured losses from natural catastrophes reached $100 billion. At the same time, inflation, legacy systems, and workforce gaps fuel a volatile market, making resiliency in insurance essential to preserving policyholder trust and revenue.

While insurers collect vast amounts of data, legacy systems continue to limit its potential. Accelerating digital transformation in insurance becomes crucial to harnessing this data’s value, innovating faster, and staying competitive in a fast-moving market.

Every fall, AEP (Annual Enrollment Period) arrives like clockwork, and with it comes chaos. It’s a high-stakes sprint to convert, retain, and serve millions of members. Behind the scenes, healthcare licensing is a foundational requirement that can become a barrier if not handled with speed, accuracy, and scale.

A leading U.S. health insurance provider serving over 39 million members, employer groups, and businesses, offers high-touch support for both inbound and outbound calls to assist members with benefits, claims, and care coordination.

The Medicare Advantage Star Ratings system has long served as a benchmark for quality and performance. Today, it sits at the center of a legal storm. Major health insurers are suing the Centers for Medicare & Medicaid Services (CMS), claiming that recent changes to rating calculations were inconsistent and lacked transparency.