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Put Metrics on each slide
Testing and Implementation

Customer Need: Be accessible

How we meet the need today:

Team based delivery
CMS
Multiple forms of accessibility
-Internet (policy, status, contacts, office of the president) blag great blag blo moji poop look poop poop poop poop poop poop poop poop poop poop poop
-Affinity – expanded hours of operation
Hotline support by the resource teams 8 a.m. to 8 p.m. est
CSC 1, 2, 3

What we are working on:

Internet (dynamic document management)
ERAS
ORC

Customer Need: Treat me courteously

How we meet the need today:

Focus on Top Block service from all positions in the company
MAGIC
Nice – launched in Affinity and Dallas
Chair side coaching
Training

What we are working on:

Full roll out of NICE nationally
Nice coaching and call calibration initiatives
Coaching tools
Modularized training modules
Revamp the life of the file calls to better meet the individual needs of the customer

Customer......

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Approximate Word Count: 675
Approximate Pages: 3 (250 words per double-spaced page)

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