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The webinar, titled “ Re-Tool the Contact Center for Better Patient Experience ”, presented an overview of issues facing the industry and its customers, as well as new technologies and best practices that can help address these issues. Leading off the program was Altivon’s own Frank Tersigni, ChiefCustomerOfficer.
His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0. This blog is a summary of those findings.
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