Everyone's Responsibility: Students Succeed When Leaders Talk Technology

This article originally appeared in K-12 Dive.

Our research results reinforce key technology trends that continue to impact the future of the contact center and the overall experience it can provide to its customers and employees. These trends have transitioned from nice-to-have to essential. To adapt and outpace the competition, financial institution contact centers will need to adopt the following technology trends to offer best-in-class service to both their customers and employees.

Effective communication is a continual challenge for healthcare providers. Communication challenges amongst patients, payers, and providers are frequently linked to inefficiencies that result in unnecessary costs, care delivery errors, and of course negative patient outcomes. Enabling providers, payers, and patients the freedom to effectively collaborate and share information using the devices and services that are most convenient at any point in time is critically important to solving these issues across the healthcare enterprise and to provide meaningful solutions in areas such as:

At ConvergeOne, every collaboration engagement follows the WAVES Methodology. The first step is a Workshop that helps our customers take an “outside-in” view of their environment. In other words, the Workshop allows our customers to first view the expectations from the end user’s point of view (the “outside”) and subsequently consider the technology’s capabilities (the “in”) being provided to meet the end user’s expectations. This outside-in approach works equally well for all user-facing services like customer experience (CX) and unified communications (UC).

At ConvergeOne, WAVES is our proprietary Methodology that guides each and every one of our collaboration engagements. WAVES is an acronym, with each letter representing a specific phase of the methodology. Each phase provides a specific contribution to the final outcome, which is a recommended solution that is tailored to the customer’s business and technology needs. The WAVES phases, which must be executed in order, are:

Digital transformation is a never-ending journey that requires organizations to continually update their technology to keep pace with innovation. This lends a sense of urgency to any technology upgrade, which means that organizations will oftentimes partner with solution providers who offer a quick fix and grandiose promises. The problem? The solutions are out-of-the-box rather than tailored to the specific needs of the organization. It’s a fact: Every organization is different and has its own specific requirements, so how could the same solution possibly be optimized to fit every organization’s needs?