From the desk of Osisis
Notes on support operations & regulated CX
Writing on building support functions, cutting costs without cutting quality, and what it actually takes to run customer support inside HIPAA-regulated environments.
What AI Can — and Should Never — Do in HIPAA-Regulated Support
AI can reduce cognitive load and surface insights in healthcare support — but there's a clear line between what it should augment and what it must never replace.
Cutting Costs Without Sacrificing Support Quality: A Guide for Customer Support Leaders
Balancing cost reduction with customer satisfaction takes strategic planning, not just cuts. Seven actionable levers for support leaders under budget pressure.
The Untapped Potential of Customer Service Representatives: Elevating Their Role in Today's Business Landscape
CSRs are frontline experts with unmatched insight into customer behavior — yet they're routinely undervalued. Here's what changes when companies treat them as one.
The Renaissance of Client-Centric Customer Support: A New Era in Customer Service Excellence
The pendulum is swinging back toward personalized, proactive support — and the data on loyalty, revenue, and retention backs it up.
Key Considerations Often Overlooked When Building A Robust Customer Support Department
Training and tooling get the attention. Scalability, cross-departmental collaboration, and agent well-being are the pieces that actually get missed.
Transforming the Customer Experience in Health-Regulated Industries: The Role of HIPAA-Compliant AI
From secure chatbots to encrypted appointment scheduling — how AI is being deployed to improve healthcare CX without stepping outside HIPAA boundaries.
Choosing the Right Channels: Effective Communication in Health Regulated Customer Support
From secure email to HIPAA-compliant phone systems — a channel-by-channel breakdown of how to communicate with patients without compromising privacy.
Ensuring Effective Customer Support in HIPAA-Regulated Industries: Best Practices
Ten best practices for delivering exceptional support in HIPAA-regulated environments — from staff training to incident response planning.