A leading mental health and substance use disorder treatment center was struggling to quantify care quality and track operational efficiency at its largest admissions call center.
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Call center training takes months, but yields shockingly high turnover. According to data from Procedure Flow, 90% of call center staff take over 2 months to become fully proficient, but…
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As the founder of a company that aims to improve virtual care QA and training, I occasionally drop into a few of Reddit’s contact center discussion boards to see what…
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Businesses of all stripes are becoming increasingly reliant on artificial intelligence (AI) and natural language processing (NLP) to help streamline processes and offer a better customer experience. This technology, which…
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Contact centers of all stripes face a significant challenge when it comes to hiring, training and retaining staff. Whether you're in virtual care, insurance or digital health, the costs associated…
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