Case Study CEDA on call FIGHTING POVERTY WITH CONTACT CENTER SOLUTIONS KEY BUSINESS CHALLENGES CEDA originally came to V erizon seeking an overall communication solution for handling of LIHEAP calls received in its main campus call center. At the time, CEDA did not have an 800 number for the LIHEAP program. Many incoming suburban resident calls incurred local toll fees charged to the callers. Fourteen customer service representatives

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