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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...

Doing More With Less: Smart Contact Center Budget Ideas for 2014

by Bill Pieper | Dec 12, 2013 | News

You’ve all heard it before: “Do More With Less.” In fact, you’ve probably heard it in the last few months during your organization’s 2014 budgeting process. For contact centers, “Doing More With Less” is an ambitious goal...

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