by admin | Sep 27, 2016 | Case Study, Healthcare, Resources
The global health services company was looking to implement a blend of existing internal contact centers with on-shore, nearshore, offshore and work-at-home agents. The existing model was suffering from high agent attrition, expensive assets (including leases) and...
by admin | Sep 27, 2016 | Case Study, Healthcare, Resources
The health services company had grown through acquisition resulting in ‘three businesses in one.’ Multiple touchpoints existed on the customer journey as the client had both in-the-field clinical operations as well as traditional call center and self-services...
by admin | Sep 27, 2016 | Case Study, Healthcare, Resources
Prior to the IEX TotalView implementation, the client did not utilize a formal WFM application for demand forecasting, agent scheduling, or real-time change management. The client’s objectives included improved forecasting accuracy, optimization of agent schedules and...
by admin | Sep 27, 2016 | Case Study, Healthcare, Resources
Having grown through acquisitions and mergers, the company had multiple contact centers servicing similar types of callers with different processes and performance measures. Additionally, some of the centers were overstaffed while others were understaffed and customer...
