Increasing & Sustaining Call Center Productivity

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Presented by

Paul Sariego – Director, Reporting and Analysis & Michelle Murdock – Director, National Accounts Member Services

About this talk

Increasing and Sustaining Call Center Productivity: Creating a Culture of Continuous Improvement... Whether it’s the recession, stiff competition or a need to create more shareholder value, many Call Centers face the same dilemma: increase productivity while improving service levels. But how do you do that? Don’t you sacrifice quality or service levels when agents are asked to “do more”? Doesn’t that hurt your reputation and drive away your best employees? Medica, a non-profit Health Insurance organization, met this challenge over the last several years and has developed both a high-performance culture and some best practices that they would like to share.

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.