callback Archives |

Medica Cuts Contact Center Hold Time 60% with INI SureConnect™ Callback

Medica, a prominent, non-profit health plan provider in Minnesota and the Upper Midwest, faces higher contact center volume during certain seasons, which can result in very long queue wait times. They needed a way to shorten hold times. Medica chose

Contact Center Disaster Recovery – More than Weathering the Storm

maria-simonton

by Glen Taylor & Kyle Henderson With all of the recent hurricanes, wildfires, and other natural disasters impacting countless people and organizations—and our thoughts are with all those affected—we want to re-visit what enterprises can do to plan for disasters

Healthcare Center Thrives with Callback, Outbound and Avaya Platform

maria-simonton

A large healthcare system with multiple hospitals and treatment facilities on the U.S. east coast operates a centralized contact center that handles appointment making and referral management for each of the healthcare system’s facilities. Each month, the center answers about

Five Mistakes You May be Making with Your Callback Strategy

maria-simonton

by Maria Simonton 1. You Don’t Have One No, seriously. The lack of a solid strategy is what’s most often missing when it comes to a callback implementation. The mistake here is viewing callback as a fix-all instead of as

Callback Solution is a Winner for Large Healthcare System

maria-simonton

Like many healthcare systems, this West Coast-based healthcare provider needed a comprehensive solution that would help manage call volumes in their busy call centers. With 34 acute care hospitals, 600 physician clinics and 1.5M health plan members, the need for assistance