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25 Oct Speech Analytics: How Effective Are Your Agents?

By: Amy Horton


Like most contact care center managers, you probably have some kind of quality control process in place that you use to monitor your agents. Quality control is essential for any call center, but how can you be sure that the process you use is giving you the full picture of how your agents are performing?

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21 Oct It’s Time to Embrace Nontraditional Workstations

By: Amy Horton

The days when people worked only at traditional workstations, seated at a desk with a computer, paper in-tray and notebook in front of them, are long gone. Increasingly, people work while they are on the go, using tablets and phones to communicate and access their data.

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12 Oct It’s About More Than Making Your Patients Happy

By: Amy Horton

Post-discharge follow up is an important part of healthcare. Although this follow-up is expensive, healthcare providers can face even larger costs if they don’t follow up correctly with their patients. For example, if you fail to follow up with your patients and they end up being readmitted to hospital, your organization could face penalties or reduced payments from the patient’s insurance company.

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23 Sep Mobile Devices and Channels Aren’t Just for Millennials

By: Amy Horton

Among contact center managers, there is a notion the culture of mobile technology is exclusive to the millennial generation. After all, millennials are the people you see texting all the time and talking about the latest mobile apps. The older generation prefers to get in touch via a voice channel and interact with a real live person, right?

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11 Aug Healthcare Call Center Traps: How Can You Protect Yourself?

By: Amy Horton

Posted at 11 Augh in Healthcare 0 Comments

Running a healthcare call center throws up some unique problems that aren't faced by other types of call centers. There are strict regulations dictating how you handle sensitive healthcare and financial data, and it can be surprisingly easy to violate them by not thinking carefully enough about your call center policies.

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