How digital devices and services will help transform the NHS The health service is faced with increasing demand for its services combined with underfunding. Can it use technology to reinvent itself? The idea of telehealth is a simple one: healthcare delivered at a distance, most likely through a video call to your smartphone or PC. The idea has been around for almost as long as broadband internet, but it has taken a new wave of startups to really light a fire under the idea. Telehealth promises to solve the problem of long waits to see a GP, offering an answer to current complaints about doctors' appointments that are increasingly only available to emergency cases on the same day, and to everyone else with less urgent problems several weeks later. For a fee, telehealth providers offer users the chance to skip the queue, and get to talk to an NHS-trained doctor at a time that's convenient, without even having to leave the house. Thousands have decided that the £30-or-so cost of a … [Read more...] about Doctor apps vs the NHS: Are virtual GPs kill or cure for the health service?
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With retailers struggling on the High Street, while e-commerce ramps up, the role of the contact centres is likely to become increasingly important for sales, marketing and customer service. This means that online customer service tools will play a key part in capturing customer footfall online, improving customer experience and in creating loyal and profitable customers.However, does this mean the High Street now needs to move completely online, or does it still have a role to play? Over quite a few years now many customers, for certain types of purchases, have often visited a store before making a purchase online to gain access to better prices, or to gain more convenience.Moving onlineGemma Baker, Marketing Executive at live chat solutions provider Click4Assistance, thinks that the majority of the high street is indeed moving online. “However, there are still some very powerful players left as mostly physical stores - Take Primark as an example, have an online presence that … [Read more...] about 2019: Top five trends in customer service improvement
This morning’s key headlines from GenerationalDynamics.com China hackers collect data on hundreds of millions of Americans and Westerners China cracks down on Twitter China extends its ‘social credit score’ system to Americans and Westerners Steve Bannon: Chinese engineers working on American weapons systems Huawei chairman challenges U.S. to prove they’re a security risk China hackers collect data on hundreds of millions of Americans and Westerners The Department of Justice on Thursday accused China of a massive international hacking scheme that penetrated commercial and military systems in at least 12 countries, including Brazil, Canada, Finland, France, Germany, India, Japan, Sweden, Switzerland, the United Arab Emirates, the United Kingdom, and the United States. An indictment charged two Chinese nationals, Zhu Hua and Zhang Shilong, with conspiracy to commit computer intrusions, conspiracy to commit wire fraud, and aggravated identity theft. According to … [Read more...] about World View: China Hackers Collect Data on Hundreds of Millions of Americans and Westerners
There is now a very thin line, easily broken, which separates our physical and digital identities.Social networks have evolved from the days of MySpace to valuable, data-slurping machines that have information on everything from our friends and family to our voting habits.When you apply for a new job, many employers will try to find and evaluate your social media presence to ascertain if you are a suitable candidate.A misjudged tweet from years ago or an inappropriate Facebook photo can destroy future job prospects or ruin a career. A Google search that reveals an old conviction can make it more difficult to become hired, and -- whether true or not -- allegations of criminal conduct spread online can cause misery.Also: 10 brands damaged by social media disasters There's an idea that once something is online, it is immortal, immutable, and almost impossible to contain. Another way of saying this is that you should not put anything online you wouldn't want your grandmother to see, in … [Read more...] about Remove yourself from the internet and erase your online presence
With Black Friday arriving a month ahead of Christmas, and with retail industry analysts saying that UK consumers are expected to spend £2.5bn online, Santa Claus is looking closely at the trends and planning ahead to ensure that he can meet customer demand during the December festive season. Black Friday is in effect an American import, and it marks the end of the Thanksgiving celebrations in the United States, while acting as a huge retail sales opportunity for retailers.Some trend analysis of the Black Friday sales may in some respects give him a clue about what will be the most popular gifts of the Christmas 2018 festive season, and thus allowing him to stock up with whatever people are likely to request as presents. For better forecasting he’s even invested in artificial intelligence (AI) and machine learning to help him to manage his organisation’s big data, and with Rudolf the Reindeer complaining about his work levels he’s also looking at using … [Read more...] about Why Busy Santa looks to live chat and chatbots for better customer service