A Health Insurance client faces challenges handling a high volume of very complex calls, which negatively affect quality and CSAT scores, increase PHI violations, and erode customer confidence.
A state health exchange client operating an online marketplace where residents of their state can sign up for health insurance sought to improve customer service, reduce long hold times, and increase agent accuracy.
A Vistio customer in the utilities industry providing electricity and natural gas to millions of customers across a multi-state region finds that call complexity results in unacceptable rates of call failures, high handle times, decreased first call resolution, and decreased CSAT scores.
A Health Exchange client faces challenges handling a high volume of very complex calls, negatively affecting quality and CSAT scores.