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contact center case studies

Case Study: QEII Health Sciences Centre’s Communications System

March 17, 2024February 1, 2004 by Peter Lyle DeHaan

By Jane Doucet In 1996 six hospitals in Halifax, Nova Scotia, merged to become the Queen Elizabeth II Health Sciences Centre. The largest adult academic … Read more

Case Study: University of Texas, M. D. Anderson Cancer Center

November 28, 2021November 1, 2003 by Peter Lyle DeHaan

By Laura LaLuzerne The University of Texas M. D. Anderson Cancer Center has provided care for more than 520,000 people with cancer since 1944. The … Read more

Case Study: MASCO Service, From Call Center to Contact Center

November 28, 2021November 1, 2003 by Peter Lyle DeHaan

By Gary DuPont MASCO Services Inc. (MSI) has evolved since 1976, when they began providing telecommunications and basic operator services to Boston area hospitals and … Read more

Case Study: Remote Call Center Agent Stations

November 28, 2021September 1, 2003 by Peter Lyle DeHaan

By Gary J. DuPont The use of remote workers is increasing and often expands the pool of available talent. Recognizing the need to address attrition, … Read more

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