Presented By: Kurt Dixon of Catalyst Rx and Paul Stockford, Chief Analyst from Saddletree Research
Wednesday, Aug 17, 2011 - 2:00-3:00pm. EDT  

Join us for an interactive discussion on workforce optimization in your contact center. You'll hear from Kurt Dixon of Catalyst Rx, a full-service pharmacy benefit management company that needed better visibility into the activity of its back office and remote agents.

Real-World Results

• Improved back office agent productivity by 35%
• Cut calls to its supervisor hotline in half
• Drastically reduced order processing time from 3.9 days to 2.1 days
• Increased the authorizations each agent processed from 6-8 per hour to 12-15 per hour

Paul Stockford, Chief Analyst from Saddletree Research, will also be on hand to share knowledge of industry best practices and trends in workforce optimization.

Don't miss this opportunity to hear common challenges addressed by leading workforce management professionals.