healthcareimage

OPEN ENROLLMENT CHALLENGES FOR THE HEALTHCARE CALL CENTER

October 1st is approaching quickly and opening the marketplaces on time represents the Obama administration’s biggest challenge to fulfill the affordable healthcare promise to extend coverage to uninsured Americans, including those who have been denied coverage in the past because of pre-existing conditions. Since the Supreme Court upheld the law last June, though, officials have…

Details
wheels

MEASURING THE OUTSOURCING ECOSYSTEM FOR STRONGER CUSTOMER RELATIONSHIPS

In analyzing which customer engagements to keep in-house and which to outsource, companies need to look past basic cost reductions as a result of outsourcing and measure overall effectiveness and strategic customer experience.    In the case of a call center,  customer retention and the overall customer satisfaction (CSAT and NPS (Net Promoter Score) has to be…

Details