CASE STUDY 1 Anytime, Anywhere Visibility into All Schedules Enables CentraCare Health Agents to Work from Home OVERVIEW Not-for-profit CentraCare Health provides comprehensive, high-quality care and numerous specialty health services to Central Minnesotans via hospitals, clinics, nursing homes and senior housing. An important component of the compassionate, dignified and respectful care to which CentraCare is committed is the service delivered by its patient schedulers, triage nurses and telehealth providers—all of whom rely upon Calabrio ONE. Contact Center Debut Demands More Sophisticated Approach to Workforce and Quality Management When planning to launch CentraCare’s first, centralized contact center—CentraCare Connect—in March 2017, leaders knew the company’s existing app

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