Summary
When it comes to Clearing, communication is key. The technological infrastructure needs to support rising call volumes, and provide agents with the means to respond promptly to any incoming inquiries. That steady flow of communications is the crucial factor between success and failure.
A robust, resilient platform is the way forward. It needs to deliver actionable insights that allows agents to adapt to changing call volumes with ease. At the same time, universities must build a trusting relationship with vendors, who can help guide agents through periods of technological turmoil.
The University of Derby’s Matt Bettridge spoke with Gamma’s Sam Winterbottom on the transition to Horizon Contact, and the importance of collaboration when preparing for a successful Clearing period.