Is Centralization Always the Answer?

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.

call centers, centralization, Contact Centers, Patient Experience, Singola, Singola Consulting, standardization