Overview
Join Stacie Bass, Assistant Director of IT Operations, as she shares how her healthcare contact center used self-service technology to get callers to answers faster, and agents to happier calls.
Learn how the team moved from 30 agents to over 300, manages more than 400 toll-free numbers with custom IVR menus, and replaced an aging legacy platform with a solution built to verify member and provider information before a call ever reaches an agent.
In this session, you'll hear:
- Why speed to resolution matters most when callers are trying to take care of themselves or their family
- How custom IVRs and voice menus route callers to the right answer as quickly as possible
- Why starting a call on a positive note changes the entire dynamic between caller and agent
- How automated verification of member and provider status before a call drops to an agent benefits both customers and agents
- Why moving off a legacy platform became the catalyst for building a more self-sufficient caller experience
Whether you're managing a rapidly scaling contact center or looking to take pressure off agents through smarter self-service, this testimonial shows what it looks like to bring calm, speed, and positivity to healthcare customer service.