HigherGroundSep 23, 20193 minHow Flexible do you need to be?By Tom Goodwin Have you ever juggled balls in the air? One ball – simple. Two balls – doable. Three balls – with practice. Four balls or more – leave that to...
HigherGroundAug 22, 20192 minIs IT in the Cloud Safe?By Tom Goodwin Recently, there was another data breech at Capital One that resulted in the compromise of 100 million peoples’ private information. This is ye...
HigherGroundAug 7, 20193 minDoes IT (in the cloud) really save costs?By Tom Goodwin Our next series of blogs focuses on IT in the cloud and how moving to a hosted model impacts the overall business expenses for medium and smal...
HigherGroundAug 5, 20193 minHow can Machine Learning Benefit Healthcare Contact Centers?How can Machine Learning Benefit Healthcare Contact Centers? By Licia Wolf Patient satisfaction is an important consideration for healthcare operations, and ...
HigherGroundJul 10, 20193 minImproving the Customer Journey: Interactions with PractitionersBy Licia Wolf Healthcare company customer satisfaction ratings have consistently been on the bottom of the scale. Even though research shows that the contact...
HigherGroundJun 19, 20192 minThe Healthcare Contact Center: Why a Hosted Environment?By Licia Wolf Recently there has been discussion among healthcare IT management regarding the migration of applications and databases to a hosted (cloud) env...
HigherGroundJun 5, 20193 minImproving Patient Experience with Enhanced CommunicationsBy Licia Wolf Communication between healthcare providers and their patients has traditionally occurred via phone calls and in-person appointments. However, t...
HigherGroundMay 23, 20192 minHow the University of New Mexico Created a Customer Engagement CenterBy Licia Wolf The University of New Mexico Hospital is the primary teaching hospital for the university’s School of Medicine and the state’s only academic me...
HigherGroundMay 8, 20193 minThe Healthcare Contact Center: Creating a Positive Patient ExperienceBy Licia Wolf Today’s patients and customers demand a better experience from their healthcare providers, and providers can equally benefit by keeping them ha...
HigherGroundApr 24, 20194 minThe Healthcare Contact Center: Increase Patient Satisfaction and Minimize RiskBy Licia Wolf Hospitals and other medical facilities strive to achieve high patient satisfaction and minimize risks. Although patients’ welfare is their prio...
HigherGroundApr 10, 20193 minFirstNet Ready: Equipping Your PSAPBy Licia Wolf Our evolving telecommunication systems are quickly becoming more integrated with various data inputs, which create large streams of information...
HigherGroundMar 27, 20193 minFirstNet In Action: Emergency Medical ServicesBy Licia Wolf With the recent advances in mobile wireless connectivity in public safety, the Emergency Medical Services industry is undergoing a ground-braki...
HigherGroundMar 13, 20194 minFirstNet in Action: Law Enforcement and FireBy Licia Wolf The FirstNet public safety LTE network launched just last year, and the effects of a reliable dedicated broadband network for first responders ...
HigherGroundFeb 27, 20194 minTransitioning to FirstNet: Mobile DevicesBy Licia Wolf With FirstNet converging communications technologies into LTE transmissions, emergency information communication that was clunky, disparate, an...
HigherGroundFeb 13, 20193 minTransitioning to FirstNet: Rollouts and TestingBy Licia Wolf Since its launch in 2018, over 5,250 public safety agencies have joined FirstNet. PSAPs around the country are realizing the benefits of intero...
HigherGroundJan 30, 20193 minTransitioning to FirstNet: ApplicationsBy Tom Goodwin The FirstNet public safety network is the first nationwide wireless broadband network dedicated to public safety. At the time of this writing,...
HigherGroundJan 15, 20193 minTransitioning to FirstNet: Creating Your StrategyBy Tom Goodwin As 2019 gets under way, FirstNet is rolling out across the U.S along with testing of new devices and network. Although most of us feel comfort...
HigherGroundDec 12, 20183 minData Analytics: The FutureBy Tom Goodwin We have previously discussed several aspects of Data Analytics in a series of blogs, and now we conclude by looking at the future direction of...
HigherGroundDec 5, 20183 minData Analytics: Applications for the Contact CenterBy Licia Wolf We have been discussing many aspects of Data Analytics in this blog series, including what it is, why we need it, and how we can use it. In t...
HigherGroundNov 28, 20183 minData Analytics: How is it Accomplished?By Tom Goodwin As noted in the first blog of this series, data analytics (or analysis) is the process of collecting, cleansing, transforming, and modeling da...
