From Strategic Planning to Tactical Execution with the National Cancer Institute
MaryAnn Monroe, Director of the Cancer Information Service for the National Cancer Institue, along with Dawn Sittauer, the NCI's Contact Center Manager, gives a keynote presentation at IQPC's Government Contact Center Summit in Washington D.C. The presentation concentrates on how the National Cancer Institute's call center operates, how its reps are trained and how they tackle challenges of measuring key performance indicators and quality assurance in the public sector, measuring the data they receive to improve their best practices and how to best utiliize that information.
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