Healthcare at a Crossroads: ACA Providers Need Proven Partners - A Healthcare Sector Examination

By Ken Epstein, Executive Vice President, C3

The American healthcare system is at a crossroads. The arrival of the Patient Protection and Affordable Care Act – or the ACA or “Obamacare” – is changing the landscape for consumers and those who provide medical services to them. Millions of previously uninsured Americans are joining the ranks of the covered. For insurance providers, this means millions of new prospective customers to inform, sign up, onboard and provide long-term continuing member service – all while being held to mandated levels of performance not previously required.

Remembering Joplin, Missouri Tornado

Today marks the 1 year anniversary of the tornado that wreaked havoc in the small town of Joplin, Missouri.   This deadly tornado, the worst our nation has seen in over 60 years, made an impact on each of us at C3 that will last for years to come.

Putting a Caring Heart on a Corporate Facade

Disasters happen every day.  It’s easy to ignore the news reports of others in suffering around the world but when that suffering hits close to home it’s hard to turn a blind eye.  For international companies, “close to home” becomes a relative term.  Understanding the suffering of coworkers half a world away can be more difficult to manage then when it happens to the person who sits in the next office.

Sun Sentinel Covers C3 Growth and Opening of New Guatemala Contact Center

Doreen Hemlock from the Sun Sentinel wrote about C3’s growth reaching $200 million in revenue this past year and how they’ve worked to evolve with the times.

In the story she talks about the importance of social media in customer contact. Currently, phone calls still provide about 90 percent of C3’s revenue, but they expect that to fall to 70 percent within the next three years.

Oracle’s CEO Has it Right When it Comes to Customer Relations

Should the CEO of a company also wear the hat of customer service evangelist?  That is the question Oracle’s CEO Mark Hurd put up for a debate when he wrote a recent column challenging conventional wisdom that says you can’t please all of your customers all of the time. 

It's the 21st century. Do you know where your customers are?

C3’s Ken Epstein Writes about How to Protect Your Brand in a Multichannel World

Between chat and text, Facebook and Twitter, YouTube, LinkedIn, Yelp and a host of social media service, customer complaints come in 24/7. The problem is those customers expect a response immediately.

Magical Service

Ok, so last time I wrote about how a retailer almost delivered a great customer experience and blew it at the last minute. This time I want to share a story that goes quite the other way.