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Vice President, Product Strategy
Director - Patient Access and Care Coordination
VP Customer Relations
We all gather information - from the type of calls in, complaints, where the caller saw our ad, etc. But how much of it is actually being used? Here’s a simple exercise, have your agents log down the types of information they receive on a daily basis by phone, fax, e-mail, etc. and compile a full list. Then against this list put a tick against those where your department uses the data and another tick by those used by other departments. You may be surprised how little information is sometimes used! And all that data that goes to other departments? Check how much they actually use! Conclusion – if you capture information use it!