There’s no denying that every business today, regardless of size or industry, is driven by two simple words: customer experience.

Patient access teams and contact center agents have more in common than some think. Both represent the front line of customer service; interact with customers at multiple touchpoints of their experiences; and, most importantly, both require mission-critical technology that supports their core functions and priority objectives.

Ask any business owner and they’ll agree that the millennial generation (born between 1980 and 2000) is challenging organizations to redefine their values, internal processes, retention strategies and more. Unlike former generations (Gen X, Baby Boomers), this group tends to care less about income and more about organizational transparency; less about benefits and more about buy-in; less about PTO and more about work-life balance.

If you’re just checking in now, Parts 1 and 2  of this series explore specific areas where contact center managers can embrace openness and honesty with customers and employees. Companies looking to foster a culture of transparency and trust, however, cannot overlook the most important area of business they must be honest about: finances.

Every business leader should tell you that honesty and integrity is vital for success. In Part 1 of this series, we explored how contact center managers can promote a culture of transparency and trust via quality monitoring. Now, let’s take a look at how managers can promote this culture internally by embracing openness, honesty and truthfulness with agents…

We’ve all heard the age-old saying, “Honesty is the best policy.” We live in a world, however, where the truth is that honesty isn’t always promoted. Just consider the U.S. presidential candidates this election season. FBI director James Comey deemed Democratic candidate Hillary Clinton “extremely careless” in the way she handled classified information on a private email server as secretary of state. Meanwhile, Republican candidate Donald Trump has yet to release his tax returns to the general public.

Since the advent of the cloud, there has been an ongoing battle between software licensing and Software as a Service (SaaS). The former involves a company signing a licensing contract that permits them to operate a physical piece of software onsite at their location. Meanwhile, the latter involves no physical software product and no licensing contract; rather, the product is available to the company on the cloud as a platform that is hosted by a third-party SaaS provider.

Designed to engage, encourage social connections and maximize attention levels, video games have a certain special appeal. Filled with attractive graphics, challenging levels and exciting storylines, it can be difficult to put a controller down once you’ve started playing.

Call recording is a mainstay within the contact center, utilized by organizations for everything from agent training to risk management to compliancy assurance. Most importantly, however, call recording can (and should) be used to transform the customer experience (CX).

As you know, contact center agents are often your business’s first line of defense. Customer contacts happen at the greatest frequency early in the purchase process when customers are researching brands and weighing their options.