Improving Call Center FCR: Top Ten Best Practices
By Mike Desmarais There is a significant difference between an excellent and an average call center’s FCR (first call resolution) performance. This difference represents a … Read more
By Mike Desmarais There is a significant difference between an excellent and an average call center’s FCR (first call resolution) performance. This difference represents a … Read more
By Glenn Pasch I had lunch with a client recently, and we discussed the areas of his business that he wants to improve. I uncovered … Read more
By Donna Fluss and Gary Schwartz Proactive customer care (PCC) is an exciting concept that, when done properly, delivers benefits to both enterprises and their … Read more
By Chad W. Lyne According to recent figures from the U.S. Department of Health and Human Services, national health expenditures reached $2.5 trillion in 2009, … Read more
By Manya Mayes If your organization is actively analyzing the sentiment of patient and customer commentary, then you have some insight into the new 4G … Read more
By Bob Hockman Unified Communications, or UC, is a buzzword often heard these days within the enterprise and contact center. Although it is not a … Read more
By June Fabre A hospital patient asks for a banana. The nurse calls the dietary manager, who says, “not without a doctor’s order.” After talking … Read more
By John Hallick For years, hospital call centers have been limited in promoting health services through behavioral targeting. This is because they did not have … Read more
By Mario Ochoa Are you aware of the importance of flu shots? When was the last time your child had their annual wellness examination? Have … Read more
By Tina Minnick Beagle-mix dog, JakeEarlier this year, our dog, Jake, a beagle-mix who we inherited years ago from my father-in-law, was diagnosed with diabetes. … Read more