Posts tagged call centers

Onboarding consists of small actions that add up to helping a new employee feel like an old employee in no time.

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This month the focus is on recruiting and we talked your ear off (or typed your eyes off?) during the last blog post. But we have a secret.

That was only part of the recruitment process.

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Contact centers notoriously have a hard time keeping agents, and the high turnover rate often contributes to some contact centers feeling like the ugly stepsibling of the healthcare system family.

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Contact Center ROI month is here, and we have plenty of information to share. We know there can be confusion about the many ways to measure contact center performance, but it’s important to understand the differences between them in order to encourage meaningful action. It’s common to confuse these key terms, but let’s set the record straight.

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At Singola Consulting, a big part of our contact center work comes from helping clients realize their investment. While ROI is a great tool to figure out if the contact center is financially successful, we also know that ROI, done right, can be an indispensable tool to support their patient satisfaction and engagement strategies. And at Singola, it’s all about the patient.

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As we discussed last week, creating a centralized contact center can have tremendous benefits for an organization and their patients. We ended that post by saying that the benefits only emerge with the proper planning, so let’s talk some more about what “proper planning” means. In some cases, planning for centralization may actually lead you to the conclusion that decentralization is the smarter option.

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When it comes to providing great service from a healthcare organization, a convincing case can be made to create a centralized contact center.

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