Analytics, Call Flow, Healthcare and Self Service

Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential

Myra Golden

APRIL 11, 2023

AI can free your agents to focus on complex customer issues and provide personalized service. Balto reminds agents of your call flow so they stay on track and effectively carry out conversations — in English or Spanish. Finally, it’s important to use data and analytics to drive process improvements and decision-making.

Strategy

Strategy Contact Center Average Handle Time First Call Resolution

Take a Smart Seasonal Approach to Health Insurance Open Enrollment

Think Customers

JULY 8, 2019

It’s an approach we at TTEC call “Smart Seasonal.”. TTEC’s Smart Seasonal approach hires and trains a mix of onshore, offshore, and @home employees, then manages call flow to deflect non-sales calls to lower-cost, pre-sales support channels. And call-back assist tools shorten customer wait times and improve NPS.

Insurance

Insurance Self Service Call Flow Average Handle Time

Customer Experience Update

Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential

Take a Smart Seasonal Approach to Health Insurance Open Enrollment

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