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Setting up a successful call center for providing technical support for complex products is much like a science experiment; the processes are well documented and have been established for many years. It's a combination of applying the right technology with the right processes and providing the perfect blend of operational efficiencies within the center.

GE Healthcare has setup an operation to support software products sold to healthcare institutions, with comprehensive workflow and enterprise-wide system access to information such as clinical findings and associated images.

However, one of the unmentioned ingredients is the human variable needed to make the call center successful. Fortunately, GE Healthcare has uncovered an abundant source of people who have demonstrated the qualities of many famous personalities - people such as Einstein, Shakespeare, Nostradamus and even Sherlock Holmes!

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Format:PDF
Date:May 2006
Pages:2

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