From Intake to Resolution: Building a Seamless Client Experience
with Angie Flury, Jonathan Smith & Diana Hock
In this Morganology episode, go behind the scenes with Angie Flury, VP of Call Center Operations; Jonathan Smith, Head of Operations; and Diana Hock, Learning Program Director at Morgan & Morgan, as they reveal how to create a client experience that drives trust, retention, and results. From managing over two million calls a year to building scalable training programs, Angie, Jonathan, and Diana break down the tools and strategies that make intake efficient, empathetic, and consistent, all the way through to case resolution.
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