How Contact Center Quality Monitoring Benefits the Healthcare Industry
The Northridge Group
AUGUST 23, 2022
Health plans that maintain a 4 or 5-star rating are more likely to receive and maintain government contracts so they must be vigilant about fulfilling SLAs for every government entity that provides star ratings. These KPIs include: Average Handle Time (AHT). First Contact Resolution (FCR). Customer Experience (CX).
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