HRRGHospital Regional Rio Gallegos (Spanish: Rio Gallegos Regional Hospital; Argentina)
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HRRG agents practiced their skills in role plays and were evaluated with real customer calls during training, coaching and self-learning sessions until the agents became very proficient with them.
HRRG has many plans for further leveraging its UTOPY speech analytics solution.
UTOPY enables HRRG to measure and monitor agent performance on every call, in exactly the same way for each agent, which was impossible for us to do previously using traditional methods," says David Friedlander, vice president of operations at HRRG.
HRRG has 74 agents, split between contact centers in Lathrop, Calif, and Plantation, Fla.