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" ... Early in my career, I managed a financial service contact center. As the contact center evolved, driven by new technologies and more complex go-to-market strategies, the roles of the branch staff and the contact center staff also changed. As part of this evolution, we had to drive interactions to the best channel for both customer and cost outcomes. We needed to identify our go-to-market strategy across all channels (e.g., branch, interactive voice response, web, phone, email), incent and educate our customers to use the best channel for their needs and determine how to incent and skill our employees to support each of those channels. ... "
" ... Firms will make rational decisions said Schroeder. If they know that noncompliance is a lot cheaper and easier than compliance, they'll opt for noncompliance. “Fines and sanctions aren’t an end in itself, but rather, a means to solve a problem. They are meant to incent people to change their behavior” said Schroeder. She explained that fines from FINRA are down from last year. In 2016, fines were extremely high ($176 million), almost twice as the year before, due to some large individual fines. Annual fines have ranged from $65 to $176 million over the past five years, based on the size of the individual cases. Total annual fines are extremely variable and dictated by the docket, not the other way around, she explained. ... "
" ... If we were to layer a system of graduated pricing on top of this strategy, whereby we charge by the minute, every “X” minutes the pricing increased, perhaps doubled, you would incent turnover based on timeframes for a loading, 30-minute, 1-hour, 2-hour or longer targeted zone, and there would be no reason for enforcement. It is a self-policing system because the escalating rates would function in lieu of enforcement. ... "
" ... There are always unintended adverse consequences of healthcare payment systems. Fee for service payment can incent over-utilization of services. Capitated payment systems can create an economic incentive to use less services, and less expensive modes of care even if they are not directly in the interest of the patients. All of these inadvertent effects can be modulated to some degree through the use of quality- based payments, payment adjustments, carve-outs, and other tools that Medicare has pioneered. ... "
" ... • Discounts to incent nonpeak utilization, promotions, upselling, etc. ... "