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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…

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THE TOP 10 SKILLS REQUIRED FOR A SUCCESSFUL LIVE CHAT AGENT

When it comes to hiring agents for live chat, the necessary skill sets may be somewhat different from hiring a voice agent. A phone agent may not be a great candidate for a chat agent as they may not have the required skills required such as excellent typing, multitasking ability, or written grammar skills necessary…

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customer_service

THE VOICE OF THE CUSTOMER IN THE ENERGY DEREGULATED MARKET

Today’s deregulated energy market customers are demanding exceptional customer service now more than ever before.  Because deregulated states offer the consumer so many competitive choices, customers are demanding greater customer service when making payments, understanding their bill and general inquiries into the call center. With costs per acquisition (CPA) rising in some saturated deregulated markets,…

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