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Contact Center Tag

Contact Center Provides Innovation and Unlocks Revenue Stream

Newsday partners with VoicePort for improved customer service and data analytics  The rollout of VoicePort's Contact Center is sure to disrupt the status quo for the publishing industry. In her article for the INMA's Satisfying Audiences Blog, Jamie Bowman, Manager of Audience Analytics for Newsday Media Group, writes: "In the past, the contact centre was measured by agent productivity metrics such as average speed of answer, abandon rate, and cost per call...

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New and Improved Tools for Strategic Patient Engagement

RECAP: NACDS Total Store Expo 2017, San Diego The National Association of Chain Drug Stores Total Store Expo was a fantastic success, and the Claro team is excited for what’s ahead! For existing and new customers alike, we are now offering product enhancements and new technology with comprehensive and interactive Strategic Patient Engagement tools. Claro is the intelligent engine behind the scenes, serving the patient regardless of which channel is used. This exciting, innovative approach to patient engagement has really struck a chord with new and existing customers alike, and we are thrilled with the response. In addition to our already first-in-class Inbound and...

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Ready for More: Centralized Contact Center a Must for Pharmacies

Although many retail businesses commonly measure productivity in terms of sales per labor-hour, pharmacies often use Rx per labor-hour as a productivity standard metric. This task-oriented measure is used for budgeting purposes as well as in their near-term forecasting models to allocate labor on a fiscal operating basis. While this methodology is largely based on historical benchmarks and has value, it may not take into consideration each location’s physical plant, relative volume, staff proficiency and workflow nuances. Time study analyses are often used to evaluate the impact on workflow efficiency with the introduction of new technology. Introducing new technology that impacts the...

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