april, 2021

12apr12:00 PMExecutive Presentation and Crowdsource – Budget Optimization: Ideas for Driving Out Cost in the Contact Center12:00 PM Rockstar Insights: Rena Thompson, Director of Call Center Operations, Cleveland Clinic

Event Details

Efficiency in the call center is expected – communicating the obstacles and gaining senior leadership buy in at the physician level can be challenging. This session will discuss how the centralized call center overcame negative PR, communicated process improvements and developed a sustainable recognition and celebration program with zero company funding.

Key Take-Aways:

  • Case study in recruiting, hiring and motivating an engaged workforce
  • Lessons learned with cross-training and cross-skilling contact center representatives
  • Key findings and outcomes regarding executive level communication plans and roll outs that have delivered positive results – without breaking the budget

Time

(Monday) 12:00 PM

Rockstar Insights

Rena Thompson, Director of Call Center Operations, Cleveland Clinic

Speaker Link

Rockstar Insights

Rena Thompson, Director of Call Center Operations, Cleveland Clinic

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