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Stepping Up Service 3: Customer Service in Professional Sports

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This month's episode of "Stepping Up Service" discusses the importance of customer service in - of all places - the world of professional sports. Ed Gagnon (Customer Service Solutions) talks with Alan Jackson (The Jackson Group) about how organizations like the NFL, NBA, and other pro sports leagues have their own special challenges when it comes to customer service and how we can all gain valuable lessons from their experiences. And, as always, Ed and Alan share some recent customer services experiences of their own. Read More »

CAHPS Cast #2: CAHPS Do’s and Don’ts

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In this month's episode, Alan Jackson and Janette Jones of The Jackson Group discuss some of the "Do's and Don'ts" when conducting CAHPS surveys in your healthcare organization. These are things you need to keep in mind when administering the surveys, as well as things you should avoid to stay compliant in the process. Also, Janette starts a monthly series of discussing one of the CAHPS survey domains; this month's topic is "Nurse Communications" and ways to help improve those scores. Read More »

Bleeding Blue 4: September 27, 2011

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Tar Heel football has started, and the boys are ready to chat about the first four games of the season. Wes and Tar Heel Danny also discuss the prospects for the rest of the season as well as other ACC and sporting news. Plus, one lucky listener is going to win two tickets to the upcoming Louisville game... but you have to listen to the episode to learn how to register for the drawing! It's time to talk Tar Heels with "Bleeding Blue". Read More »

New Stuff: September 23rd, 2011

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It's the first episode of "New Stuff", your discussion show talking about social media, technology, mobile devices and other gadgets! The topics for this first episode include the current status of Google+, recent Facebook announcements, iPhone 5 rumors, and Google Wallet. Show host Lee Yount assembles a fine group of panelists for his first episode, including Chad Austin of Chad Austin Marketing and Media Design (www.chadaustin.com), Terry Bledsoe, Chief Information Officer for Catawba County, North Carolina (www.catawbacountync.gov), and Alan Jackson with Jackson Group Interactive (www.jginteractive.com). Read More »