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Jan 19 2019 The Role Of The Phone Channel For Healthcare Contact Centers In A Multi-Channel World

By: Sachin Duggal

I was recently working with a Healthcare Insurance operations executive servicing Medicare. She had some interesting perspectives on providing customer service through their web portal as opposed to their phone-based call center. The thought was that the portal was a more logical and cost-efficient pathway for self-service. The phone channel comes with costs to support […]