? Case Studies from ValueWise
Case Studies

Case Studies & White Papers

Sales Staffing Strategy and Training
The Challenge
A global manufacturer and distributor of medical supplies was experiencing flat sales growth along with rising costs for sales delivery.
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Call Center Workforce Management
The Challenge
A well respected, regional health plan sought to increase efficiencies in its service and sales centers by increasing agent productivity.
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Contact Center Effectiveness
The Challenge
One of the nation’s largest independent provider of services for self-funded health plans reached capacity within its customer service centers.
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The Challenge
A regional health care provider used multiple “green screen“ customer service systems resulting in disjointed customer service reporting, limited IVR integration, manual tracking and assignment of issues, and limited ability to enhance systems without causing breakage.
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Program and Project Management
The Challenge
Through its aggressive acquisition strategy, a Fortune 100 health care company had over 3,000 agents in 19 services centers. Differences in systems and processes required workforce segmentation within each site, which prevented effective workload balancing, complicated training, and lengthened inquiry resolution.
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