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Fortune 500 Company Reduces Agent Attrition and Improves Quality with EPIC Consulting

Fortune 500 Company Reduces Agent Attrition and Improves Quality with EPIC Consulting

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...
Leading Provider of Comprehensive Dermatology Services Improves Training with EPIC Consulting

Leading Provider of Comprehensive Dermatology Services Improves Training with EPIC Consulting

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...
Major Healthcare Plan Increases Agent Productivity with EPIC Consulting

Major Healthcare Plan Increases Agent Productivity with EPIC Consulting

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...
Fortune 500 Healthcare Company Reduces Costs and Improves Quality with EPIC Consulting

Fortune 500 Healthcare Company Reduces Costs and Improves Quality with EPIC Consulting

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...

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