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The Challenge A leading healthcare organisation needed a partner to immediately help it shift multiple parts of its customer care from a brick-and-mortar environment to remote contact centre support in response to the COVID-19 pandemic. It also...
The Challenge A multi-billion dollar tax preparation software company had a challenging contact centre staffing issue. It operates in a highly seasonal business, with peak employment six times the figure for slow periods. But it was relying on...
Remote contact centre support, which was once considered impossible for healthcare, is now becoming a fact of life for payers, providers, and others in the healthcare ecosystem. In the wake of the coronavirus outbreak, healthcare companies are...
SPECIAL REPORT | 7-min read How Virtual Contact Centre Support Beat Brick-and-Mortar Results Essential tips from preparation to performance Besides the actual move to virtual contact centres, consistent quality and service levels are critical to...