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Scaling up in the Wake of Healthcare Reform
January 18 by CCW Digital EditorMilan Katz, Director of the Customer Contact Center at Unity Health System in Rochester, New York, along with Frank Leggat, Director of Service Operations for CIGNA Healthcare, participate in a pane...
Challenges for Government Run Healthcare Call Centers
November 30 by CCW Digital EditorJohn 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 Conferen...
Connecting with your Customer on and Emotional Level and Realizing the Resulting Benefits
September 17 by CCW Digital EditorThis economy is not the same, and our call center agents have additional pressures. This presentation will address how to improve your agents’ empathy and interpersonal skills and will overcom...