Presented By: Tammy Sills, Manager, Call Center Technology and Support, Southeastern United States Health Insurer; Daniel Ziv, Vice President - Voice of the Customer Analytics 

On Demand Date: April 2012 

Listen to this webinar to find out how a leading health insurer in the southeastern United States used speech analytics and chat technologies to revolutionize their contact center. By analyzing their calls, they identified the key drivers for repeat and transferred calls and then implemented a resource desk to assist their agents. With this voice of the customer platform they built a highly effective customer response program without adding additional headcount.

ROI results include:

•A significant increase in first call resolution and customer satisfaction
•A significant decrease in supervisor calls
•An increase in quality scores providing more accurate information to customers

This webcast will demonstrate how this organization is leveraging an effective voice of the customer and voice of the employee strategy and discover benefits that might apply to your business, too. 

Speakers: 

Tammy Sills, Manager, Call Center Technology and Support, Southeastern United States Health Insurer 

Tammy is Manager, Call Center Technology and Support Management at a leading health insurer in the southeastern United States. She currently oversees scheduling for five mini call centers in the Baton Rouge office. 

 

Daniel Ziv, Verint Systems, Vice President - Voice of the Customer Analytics

Daniel has been leading Verint’s Customer Analytics offerings since 2002 and has been instrumental in developing analytics driven Voice of the Customer (VOC) strategies with many organizations around the world