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Recommended for all centers training is a budget item

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Unformatted text preview: vings: Root Cause impact, Simulation charts, quantifiable action plan Recommended for those who need a Peer-Industry Benchmark For more information call: 805.614.0123 Ext. 65. Copyright © 183 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Health-Plan/Health-Care Industry Benchmark Report 7. College of Call Center Excellence The College of Call Center Excellence provides training courses that result in certification of contact center team members. Courseware is available for managers, supervisors and agents. Courses are taught both in-person and online. Some are taught in conjunction with BenchmarkPortal. Recommended for: All centers. Training is a budget item for all centers that is rarely optimized. We can help you to get more for your training dollar. For more information call: 805.614.0123 Ext. 64. © Copyright 2005 BenchmarkPortal, Inc. 184 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Services and Products Listing 8. Industry Reports Available From BenchmarkPortal, Inc. These industry reports contain hundreds of call center benchmarks and best practices for a specific industry: Aerospace Airline All Industries Automotive Banking Brokerage Cable/Broadband/Satellite Catalog Computer Hardware Computer Software Consumer Products Credit Card Financial Services Government & Non-Profit Healthcare Provider Help Desk Insurance Technical Support Insurance – Health Telecommunications Insurance – Life Transportation Insurance – Property & Casualty Travel & Hospitality Outbound Teleservices Utilities Publishing & Media Wireless Retail Worldwide* Secure online ordering is available at: http://www.BenchmarkPortal.com/bookstore or call (805) 614-0123 Extension 16 *Our Worldwide Industry Benchmark Reports provide best practices for call centers in three primary geographical regions: North America (U.S.A & possessions, Canada, Mexico), EMEA (Europe, Middle East, Africa), and Asia Pacific (Australia, China, India, Japan, New Zealand, Malaysia, The Philippines, Taiwan). Copyright © 185 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Health-Plan/Health-Care Industry Benchmark Report 9. Best Practice Reports The team of researchers from BenchmarkPortal and Purdue University’s Center for Customer-Driven Quality are turning their focus to your most vital resource: Your People. Best Practices in Quality Monitoring and Coaching We are pleased to announce our Best Practices in Quality Monitoring and Coaching study. This report is the fruit of almost nine months of research and analysis by the team of experts headed by Dr. Jon Anton, of Purdue University’s Center for Customer-Driven Quality. This study involved over a dozen carefully-selected call centers of distinction. This is the first study of its kind and resulted in a work of extreme interest and insigh...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue.

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