In the wake of the Patient Protection and Affordable Care Act (PPACA), Aceyus owner Mike Ary and iSoftStone’s Mike Mallahan write, it is more important than ever that insurance providers are equipped to handle increased demands for support” across multiple service channels. More consumers are calling insurance providers for clarification on new healthcare changes. Customer service departments need a game plan to utilize data, technology and people to meet this influx of inquiries efficiently and effectively. How can organizations reconcile a taxed contact center staff with a need for great customer service?
Read the full article here.

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