Challenges for Government Run Healthcare Call Centers
John Kelly, Manager, Provider Customer Services Program for CIGNA Government Services, discussed points he made in his keynote speech at the 1st Annual International Contact Center Expo and Conference in Miami. John speaks about balancing customer and federal government satisfaction, getting the word out about healthcare reform, corporate social responsibility and jumping on the social media bandwagon. Kelly also discusses a program developed by CIGNA called THOR, a customized tracking history online reporting tool, which allows employees to detect specific problems and complaints from their customers.
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