Call Center Leadership: Looking to the New Year

January 11, 2022 | Stericycle Communication Solutions

Call center leaders are charged with managing growing call volume and sometimes a lack of confidence being able to maintain service levels from additional waves of COVID-19, according to a report from CGS. These are some of the challenges that face call center leaders who oversee operations critical to most businesses.

Brian Briggs, vice president of call center operations at Stericycle Communication Solutions, said his key focus in 2022 is on agent enablement because he believes agents’ experience dictates consumer experience.

“We believe our agent enablement program will help make our call center be more efficient, make healthcare brands more competitive,” Briggs said, “and ultimately elevate the patient experience.”

Read the full article at CMSWire

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