Kathryn Jackson recently talked with CCNG members during a Town Hall working through new challenges associated with COVID changes shifting to remote workers. Kathryn shares three best practices in supporting agents working either remotely or on-premise in the healthcare contact center operations of her client. These best practices focus on –
-
Knowledge – how to best transfer and share knowledge with these agents
-
Communication – how they leverage tools to effectively communicate regularly with agents
-
Process – changes in authentication process changes and improvements
Listen as Kathryn walks through their operational changes and improvements, leveraging tools and applications as they continue to adjust their healthcare contact center support.
