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How Bilingual Call Centers Can Handle Overflows – and Delight Multicultural Customers in the Process

Posted by Greg Marshall on December 6, 2018

The Funnel is dead. Long live the Flywheel.

For years, organizations tracked sales based on where the prospect was in the “funnel,” which focused on generating traffic, then converting and closing leads.

The problem? Funnels produced customers, but they didn’t consider how those customers could help an organization grow. The momentum that was built in acquiring the customer was gone once the sale closed. Each day, funnel-devotees had to start anew; meanwhile, the customer became an afterthought.

Enter the flywheel, which puts the customer at the center. In this model, just as much attention is devoted to servicing and delighting the customer as the prospect.

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How Healthcare Providers Can Fix Their Hang-Up Problem

Posted by Greg Marshall on November 20, 2018

Imagine you speak limited English. You’ve recently gone through surgery. The in-language experience at the hospital was excellent, as you were provided with interpretation at every point from registration to discharge. You return home feeling confident in your prognosis.

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