Cautionary Virtual Tales: Transformation Lessons Learned For Call Center Operations In A Pandemic

Consumers expect provider organizations to provide not only good services, but convenience and accessibility as part of their standard operating procedures. Whether it is a technology, staffing, or process improvement strategy, the desire is to provide a “one stop” resolution. So, to accomplish this, what does a successful strategy look like?

This executive web forum was delivered on April 8, 2021 by Centerstone Chief Marketing Officer Debbie Cagle, who discussed the Centerstone experience:

Transforming call center functionality to meet exploding demand

Rechanneling walk-in access

Facilitating tele-video delivery

Harnessing data for change . . .