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商品編號： R2603K 出版日期： 2026/05/01 作者姓名： Noel, Tim 商品類別： Service management 商品規格： 2005w 再版日期： 地域： 產業： 個案年度： -
商品敘述：
Several years ago UnitedHealthcare launched a Consumer Resolution Center that combines AI insights with human judgment to proactively identify customers in distress and empower skilled employees to resolve their problems quickly. Working across functions and without excessive bureaucracy, CRC teams have since turned service recovery into a source of learning that has enabled the company to rewire processes, policies, and benefits at scale. The story of the CRC''s success shows how effective managers can stay close to frontline reality, trust data over intuition, and move decisively to scale what works.
涵蓋領域：
Customer experience;Customer service;Healthcare and treatment;Quality management
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