Blog By Author: Eric Deitert

5 Essential Ingredients for FCR: Getting It Right the First Time for Your Policyholders

Jun 19 2013 | Author: Eric Deitert
Insurance carriers around the globe have perfected the art of capturing and tracking customer inquiries with sophisticated techniques for measuring the performance of customer service representatives (CSRs) and their service centers as a whole. Additional...
Posted In: Customer Service | Tags: FCR, call center, CRM, policyholders, insurer

Monster! Monster! Monster!

May 29 2013 | Author: Eric Deitert
I am in my early 40s yet I still get intrigued when I hear the Monster Truck commercials on TV.  I continually get mesmerized by that dude with the raspy voice screaming MONSTER, MONSTER, MONSTER!!  It’s just purely great advertising and so ...
Posted In: BPM, Pegasystems Inc. | Tags: PegaWORLD

Getting Back to the Dog-Gone Basics of Customer Service

Apr 22 2013 | Author: Eric Deitert
Trust is a funny thing.  Everyone wants to appear trustworthy; many strive for years to earn trust, and with one slip-up all your effort can go down the drain in a blink of an eye.  I always say I have never met any “person” more trustworthy...
Posted In: Customer Service | Tags: insurer, customer service, CRM, multi-channel

The Policyholder Has Changed, Why Hasn’t Customer Service?

Feb 19 2013 | Author: Eric Deitert
Hello, my name is Eric and I pay a high premium for my auto insurance.  You may be thinking I am nuts, but I am totally satisfied with both my premium and my insurance carrier.  Why? Because they get it...or, should I say, they get me; and for t...
Posted In: CRM | Tags: customer service, Insurance, policy

The Next Wave of Innovation in BPM (Part II)

Jan 07 2011 | Author: Eric Deitert
In Part one of this blog series we defined that the next wave of innovation in BPM is the Adaptive Enterprise and introduced the following two trends supporting this evolutionary progression. Business and IT silos are disappearing through the use of BP...
Posted In: BPM, Decision Management, Case Management | Tags: Case Management, BPM, Predictive BPM, adaptive enterprise, Cloud for BPM

The Next Wave of Innovation in BPM (Part I)

Dec 14 2010 | Author: Eric Deitert
I love meeting with customers.  Not only because you get to see firsthand how they are applying BPM technology, but I also thoroughly enjoy conversations on how BPM technology can be applied as a competitive weapon.  I am just coming back from a...
Posted In: BPM | Tags: adaptive enterprise

Finally! BPM is Being Used to Revolutionize BPO (Part 2)

Aug 20 2009 | Author: Eric Deitert
As I write this I am flying back to Boston from a meeting with a prominent BPO.  The discussion of the day was how can they manage, track, and orchestrate work between them and their service receiver more effectively.  Currently, the outsourced ...
Posted In: BPM | Tags: BPO

Finally! BPM is Being Used to Revolutionize BPO (Part 1)

Aug 10 2009 | Author: Eric Deitert
In my role, I get the opportunity to visit with the world’s largest BPO service providers (BPOs).  During these visits, I am often astounded on how few BPOs leverage the full power of Business Process Management to differentiate and provision ...
Posted In: BPM | Tags: Efficiency, Business Process Management, Continuous Improvement, Business Transformation

BPO + BPM = ROI

Jul 08 2009 | Author: Eric Deitert
I finished my white-paper on Unprecedented ROI for BPOs recently and there were some real eye openers for me as I did my research for it. I have been looking at the problem of how to predict and forecast the potential return on investment from BPM and ...
Tags: BPO
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