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DECEMBER 22, 2021

With several outsourcing contact centers in 2021 reporting training class rates as low as 20% and above average stress levels , it’s no longer a question of how does the industry recruit quality employees, but how does it retain them? Eliminate waste from operations. And the contact center industry is not exempt.

Strategy 26

Strategy Strategy Strategy& Talent 26

Harvard Business

SEPTEMBER 11, 2017

Don’t obsess over metrics like inquiry volume or time to close tickets. Set up post-interaction NPS so you can tell if someone is still upset even after an issue is “solved,” start tracking the volume and quality of requests coming in along with metrics relating to revenue (i.e., Establish models, not just metrics.

Metrics 47

Metrics Engineering Efficiency Operations 47

Harvard Business

OCTOBER 8, 2018

We need a metric for humanity to evaluate the human capacity and connection among caregivers and patients. And we must define new standards for humane technologies and implementation practices — an ecosystem of healing on par with quality, safety, and performance-improvement initiatives. In another example, Ronald A.

Metrics 28

Metrics System Healthcare Culture 28

Harvard Business

JUNE 8, 2017

HDP is a third-party administrator with expertise in the development and management of travel surgery programs, providing strategic and operational management of this program. The very act of providers agreeing on best practices itself brought significant value in improving our care and creating a shared vision.

Healthcare 28

Healthcare System Insurance Insurance 28