When your first call resolution (FCR) rate is zero, it's pretty clear that your customer service operations have room for improvement.
 
Such was the case when Group Health Cooperative, a provider of health insurance and healthcare in Idaho and Washington, embarked on a project to improve not only customer satisfaction but patient care.
 
"The idea is, by providing greater access to caregivers for patients, we could actually lower [the] overall cost of healthcare for the patient as well as [for] us," said Ernie Hood, CIO of Group Health.
 
Read the entire SearchCRM article.