by daziumdesign@gmail.com | May 2, 2024 | Contact Center Feature, Management Tools, View Call Highlights
This tool provides insights into call trends, common issues, and opportunities for process improvement by leveraging reporting and analytics. It can also be used to provide documentation and support resources to help new users understand how to interpret and act upon...
by daziumdesign@gmail.com | May 2, 2024 | Contact Center Feature, Management Tools, Training Need Analysis
Advanced outlier detection is used to pinpoint training gaps and identify candidates requiring additional training. Because it is powered by machine learning, our tool also provides dynamic ramp-up plans that can be adapted on a weekly/monthly basis for continuous...
by daziumdesign@gmail.com | May 2, 2024 | Contact Center Feature, Management Tools, Real-time Query Resolution / SME Support
This tool provides human-like interactions, creating a more engaging and personalized user experience. It also seamlessly integrates tribal knowledge and subject matter expertise so that queries are addressed with the highest accuracy and precision possible. Using our...
by daziumdesign@gmail.com | May 2, 2024 | Contact Center Feature, Management Tools, Member Landing Page
This landing page includes member demographic information, eligibility/claims/billing information and call history information. With everything in one place, CSRs are equipped to promptly and effectively answer member queries, ensuring a positive experience for...
by daziumdesign@gmail.com | May 2, 2024 | Contact Center Feature, HIPAA Verification, Management Tools
This is a fundamental step in ensuring that health-related information is accessed and shared only with authorized individuals, so your organization can remain in compliance with HIPAA and prevent unnecessary errors. With our tool, the privacy and data security of...
by daziumdesign@gmail.com | May 2, 2024 | Contact Center Feature, General Notes / ACW Notes, Management Tools
If specific tasks or actions need to be taken after the call, CSRs can mention these in the ACW notes during the call and use the ACW checklist to track post-call tasks that need completing. This easy-to-access feature ensures that important information is recorded...
