Physician Referral and Health Information
June 11-13, 2008, St. Louis, MO
www.hmrpublicationsgroup.com
Sue Altman, President
Call Center Consulting Network
Julie Bruns, Director
Call Center/Market Research,
BJC HealthCare,
St. Louis, MO
Rick Newman, Director
Medical Call Center,
Mountain States Health Alliance,
Johnson City, TN
“From Soup to Nuts: Benchmarking Your Call Center” Pre-Conference Workshop II
Benchmarking your call center is absolutely critical for optimum efficiency and effectiveness. Understand what to measure and how to measure it in this half-day
workshop. Staffing ratios, call metrics, training practices, all are just some of the
many items that are incorporated in a full scale evaluation of your call center.
Knowing where you are compared to what you believe to be best in class can
help you move your call center to the next level of excellence.
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