James Isaac Mitchell (Ike)

Fort Collins, CO   80525

970-231-0098 (m)   Ike@ikemitchell.com

Case Studies


Case Study: eMedNY
Contact Center Turnaround

Text Box: Challenge
Text Box: Actions
Text Box: Results

B to B Medicaid billing application support.  New center built without benefit of service desk expertise.  Callers received 25% busy signals, of the calls that did reach the center only 25% of calls were answered in less than two minutes


Operational Excellence:  Implemented basic service desk command and control capabilities including quality, accuracy, and performance management tools and processes 

Technical Infrastructure:  Increased number of telephone lines and expanded skills based routing capability 

Staffing Analysis Demand based staffing analysis, identified true demand and created staffing levels and schedules based on this metric


Busy signals reduced from 25% to <5% in one month 

>90% of calls answered within two minutes in two months 

Reduced complaints to state Department of Health