CCNG

FEBRUARY 8, 2023

One hundred and twenty days later they had a perfect switchover with no negative customer impact. Service levels were at 90% and quality scores were at 98%. Customers said that the new contact center offered the best support they had ever received from Baxter. And do it all in 120 days. How did they do it?

Service level 195

Service level CCNG Contact Center Healthcare 195

Global Response

OCTOBER 17, 2023

Healthcare outsourcing is growing—estimated to reach $66.3 If you work in management at a healthcare organization, you can probably wager a guess at the answer. But outsourcing in healthcare isn’t always simple. Modern healthcare organizations have more than ever to do, and less budget to work with.

Healthcare 62

Healthcare outsourcing Customer Service Real estate 62

Global Response

FEBRUARY 28, 2024

Why small businesses need call center services Outsourcing customer service to a call center allows businesses to offer professional, efficient, and round-the-clock customer support without significantly increasing staff or infrastructure. How do they monitor calls? How do they communicate feedback to their agents?

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

Taylor Reach Group

JUNE 13, 2017

Proactive chat allows you to utilize customer intelligence, data and business rules to decide who and when to serve up the chat conversation – it allows for targeted messaging. Best practice chat companies are using customer data. Then inevitably, they move some of the agents back to live voice and get a rush of chats.

Contact Center 58

Contact Center Consulting Consulting Chatbots 58

Vistio

APRIL 2, 2022

And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization. And customers are very comfortable moving across channels digitally.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

AWS Machine Learning

JANUARY 9, 2023

Strict service level agreements (SLAs) need to be met, and a typical request may require multiple steps such as preprocessing, data transformation, feature engineering, model selection logic, model aggregation, and postprocessing. Fitness functions can and should be adapted as the architecture evolves to guide a desired change process.

Metrics 74

Metrics Best practices Engineering Management 74