Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.
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Transforming customer experiences
Maureen has served as the Director of Business Applications for the NiCE User Group Board of Directors since 2016.
The news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo. In most cases, it is personal information that is leaked, but those problems compound for both users and companies when payment information is exposed.
With business continuity and crisis mode becoming the new norm as we all weather the turbulence and uncertainty of the COVID-19 storm – Attended Automation helps maintain service consistency and process efficiency, keeping your remote employees engaged and on-target.
Jeff Kennon, Director of Customer Experience for NeoNova, a customer support enterprise servicing some of the world’s leading internet service and telecom providers, says that leveraging a workforce management platform helped delight both customers and agents. He explains how opening new channels has made for a great customer experience.
Our lives have been disrupted, both at home and work. And the rapid pace of information we are getting about COVID-19 worldwide both via traditional news outlets and social media creates an even more heightened sense of concern. COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. COVID-19 contact center Business Continuity Planning has taken top priority.
Mapping the relationship between customer demand, contact queues and workforce planning needs has never been more challenging. The number of variables and dependencies that workforce managers must account for is constantly increasing. Customer needs and agent skills grow ever more intricate and effect one another in ways that are difficult to predict. So it’s understandable that pinpointing exactly how to get an appropriately skilled agent to each customer at the right time can sometimes leave workforce managers feeling like they’re just spinning their wheels.