Contact Center Makes ‘Healthy’ Choice
February 02, 2016 Now that the deadline has passed for this year’s enrollment in the Affordable Care Act, more commonly known as “Obamacare,” healthcare companies nationwide can expect a rash of calls from new members wanting to know exactly what they’re covered for. To that end, one company has decided to take its efforts to […]
Healthcare Contact Centers Need a Checkup
January 29, 2016 Call centers always seem to get a bad rap, and maybe there’s a reason for that. Think about it: No one calls up when they’re happy. There’s usually a problem involved, and an unhappy caller on the other end. But that should just serve to give staffers a reason to be empathetic […]
Finding: Contact Center Needs to Keep Lines Open
Finding: Contact Center Needs to Keep Lines Open January 26, 2016 We’ve all seen the reports and heard the word: ‘Omnichannel’ is the new way to go in the call center. Yet there seems to be one important point that everyone, in their rush to embrace the latest and greatest, is missing: Customers LIKE using […]
In the Call Center, Training Matters
January 21, 2016 WFO, or workforce optimization, is an idea that’s been around for a while, but has only recently begun to gain more traction in the call center field. The idea behind it is, if you can optimize what your workers do and how they do it, your bottom line will see the difference. […]
