The handling of customer complaints and concerns is a challenge shared by all contact centers. But just resolving a specific issue should not be a one and done approach. Learn
The handling of customer complaints and concerns is a challenge shared by all contact centers. But just resolving a specific issue should not be a one and done approach. Learn BlueCross BlueShield of North Carolina’s process to identify root causes and how they use that analysis to develop strategies to prevent or minimize future occurrences.
Best practices to establishing escalation processes with your business partners
Fresh perspectives on how to use learnings from escalations to better train/coach your frontline staff
Techniques on how to creatively educate the organization (across silos) on lessons learned to make process improvements outside of your business area
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