Session Information
User Group
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Case Study: Call Routing Standardization
Track
:
600 - Contact Center
Program Code:
621
Date:
Wednesday, April 21, 2010
Time:
10:30 AM to 11:30 AM
EST
Room:
406
PRESENTER
(S):
Mitch Todd, Telecommunications Manager, OptumHealth
LEARNER OUTCOMES:
This is a case study of how OptumHealth (a division UnitedHealth Group), took advantage of the topics at the 2008 User Group Conference and created a standardization and PBX cleanup project of their Communication Manager using VDN Variables, skill placements, and creating best practices for call routing that align with telecommunications, operational, and analytical requirements.
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