Presented By: Mike Hutchison, VP of Professional Services for Nexidia; Jane Galvin, Managing Director Regulatory Affairs, Office of Representation, BlueCross and BlueShield Association
On Demand Date: February 2011
Customer satisfaction has moved to the forefront of contact center goals. Today, it pays to deliver exceptional, measurable customer service. In addition to saving money by retaining customers, new programs offer financial incentives for superior service. A noted example includes the Quality Bonus Payment for Medicare Health Plans. But with such defined parameters for the contact center, how do you ensure your agents and business processes will make the grade?
Speech analytics is the answer. Companies no longer have to rely on surface level data. Speech analytics delivers specific findings on the key areas that matter. This webinar uses the criteria laid out by Medicare as examples of the challenges you can solve through speech analytics. In this webinar you will learn how to:
• Use real-time analytics to ensure agents have the most accurate information for any given call
• Measure non-talk time and discover areas where excessive hold times can be improved
• Automatically identify negative experience calls without the need for costly surveys
• Improve first call resolution and eliminate unnecessary call backs
Jane Galvin, of BlueCross and Blue Shield Association, will review the new bonuses associated with the Medicare Advantage plan and outline the criteria companies will face when trying to qualify. Mike Hutchison, of Nexidia, will explain how speech analytics is shaping customer service across contact centers. He will identify key areas of the call center experience and demonstrate how speech analytics can be used to monitor and improve the metrics most impacting customers and plan bonus eligibility.
Webinar Speakers:
Jane Galvin, Managing Director Regulatory Affairs, Office of Policy and Representation, BlueCross and BlueShield Association - Ms. Galvin works with Blue Plans on regulatory and other health care issues that impact Plan business and works directly with critical government agencies. She has close working relationships with the CMS on Medicare Advantage, Part D, and MSP issues and is part of the OPR team working on implementation of provisions in the new health reform law.
Mike Hutchison, Vice President of Professional Services, Nexidia - Mike is a seasoned veteran with more than a decade of Contact Center Management experience in multiple outsourced environments. Previously, Mike directed 1000-plus person call center operations and managed worldwide workforce optimization for industry-leading outsourcer, Telvista.