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Are State Agency Contact Centers Ready for the Affordable Care Act?
In March 2010, President Obama signed the Patient Protection and Affordable Care Act (PPACA) into law. Although the law is multi-faceted and has a phased implementation schedule, there are a few...
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Health Insurance Contact Centers Gear Up for the Affordable Care Act
In my last post, I sounded the clarion call for State agencies to get ahead of the power curve to handle the contacts related to the Affordable Care Act. Health insurance contact centers are equally...
View ArticleLori Bocklund Honored with Lifetime Achievement Award
The team at Strategic Contact, Inc. is pleased to share the news that Lori Bocklund received the ICMI Lifetime Achievement Award at ICMI’s Global Contact Center Awards ceremony on May 4, 2015. Brad...
View ArticleContact Center Expo & Conference 2015
I always look forward to ICMI’s Contact Center Expo and Conference. It gives me a concentrated look at what’s happening in the industry apart from my day-to-day work with clients. And, of course, I...
View ArticleA Tribute to Lori Fraser
This isn’t the way it is supposed to be… Lori and I had more projects to tackle, things to learn together, and adventures to share. But on Friday, July 26th, Lori departed this world surrounded by her...
View ArticleGetting to the Bottom Line for Cloud Solutions
Cloud vendors regularly crow about their “fast and easy” delivery of advanced contact center capabilities. When their benchmark is premise-based solutions, they’ve certainly got an edge. However,...
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