Case Study: QEII Health Sciences Centre’s Communications System
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
contact center case studies
Case Study: University of Texas, M. D. Anderson Cancer Center
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
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
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