Discover the Right Balance in Agent Scheduling for Your Healthcare Contact Center Some healthcare call centers only employ full-time staff. Others do the opposite and only hire part-timers. The ideal solution might be to balance a combination of both full-time and part-time agents. Full-Time Call Center Agents A key benefit of staffing your call center […]
Make Sure Your Policies and Procedures Accurately Reflect Remote Work In the past year, many healthcare call centers scrambled to adjust to ever-changing expectations and requirements to keep employees safe while continuing to work. Some call centers already had viable work-at-home protocols in place and a few were already 100 percent remote. Most phone centers, […]
Move beyond a Mindset of Answering Calls to Facilitating Interactions This year has been a challenging one no matter how we look at it. Our status quo as an industry—to whatever degree we ever had a status quo—has been shaken. Everything seems to have changed. Our response has been as it always has been, to […]
Now More Than Ever, Take Time to Say “Thank You” I’ve seldom been in a call center that wasn’t busy. Even the ones that weren’t quite as busy as others still had calls come in at a steady pace. And this was during normal times. What about the not normal times when things really get […]