Customer service experience is at the heart of any organization. How many times have you called in to an 800 number for support after being on hold and having to jump through the proverbial hula-hoop of choices to get to a human interaction. Some things cannot be automated and for this you need good agents in your call center.
In the last post, we examined the benefits of the core tools of monitoring and recording. Once you have implemented these, it is time to bring your program to the next level. Advanced tools such as Quality Management, Workforce Management, and Speech Analytics can further improve the quality of your program, resulting in better patient care.