I’m sitting here on hold with my health insurance provider (again). Same issue, fourth time on this same call. First, let me say, I do realize that healthcare providers just can’t, as policy, approve every authorization for them to outlay money. However, this entire experience (as I sit on what seems to be an indefinite hold) makes me evaluate what’s truly important success in contact centersin the contact center industry.

More often than not, contact centers still judge themselves on traditional contact center metrics. Is that really going to accomplish the end goal? For instance, if you’re using Average Handle Time and your customer is immediately dissatisfied and hangs up because their experience is horrible or if your agent rushes your customer off a call to keep time down, are you really providing quality customer care?

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