January 21, 2024 Case Study Healthcare Makeover of health plan’s knowledgebase sends engagement and accuracy soaring NPS survey exposes how flawed system design forced users to devise their own workarounds
January 14, 2024 Case Study Healthcare Expert flexibility A wellness brand elevates its omnichannel member experience with a nimble and expert support staff
May 15, 2023 Case Study Healthcare Wellness company conquers seasonal surge, cuts backlog with TTEC Our associates ramped quickly to offer omnichannel support when it mattered most
February 21, 2023 Case Study Healthcare Payers Robust CX strategy enables healthcare company to roadmap for growth Data is the linchpin of triumphs in customer experience, smart staffing, innovative technology, and operational savings
February 1, 2023 Case Study Healthcare Training makeover revives associate engagement and improves AHT A new curriculum suited for today’s hybrid work environment and a robust, user-friendly knowledgebase boost resolution rates and new hire satisfaction scores
January 3, 2023 Case Study Healthcare New hire training catapults NPS at healthcare company Scores surge 164% with an approach that proves to associates they hold power to make positive impact
December 7, 2022 Case Study Healthcare Payers GE Healthcare cuts associate training time by 38% The company saw quality scores rise and error rates fall after streamlining its new-hire training
May 10, 2022 Case Study Healthcare Payers Customer support helps slash wait times by 97% during open enrollment TTEC empowered a health benefits company to handle more calls, better and faster
February 11, 2022 Case Study Hypergrowth and Startups CX experts maximize the customer experience for hypergrowth fitness brand TTEC extended and enhanced a rapidly growing company’s overtaxed customer support with expertly trained associates, powerful customer insights, last mile support, and more.
January 25, 2022 Case Study Healthcare Payers New hire training redesign transforms member experience and saves millions in costs TTEC helped a major regional payer save $1.3M in costs and achieve double-digit CSAT improvements with a redesigned contact center employee training and resources
January 19, 2022 Case Study Healthcare Payers Transforming a frustrating member experience into a winning experience TTEC equipped a large regional payer with the learning and performance insights and expertise needed to make vast improvements to its member support experience
January 6, 2022 Case Study Healthcare Payers Innovative call flow enhancements zap a major pain point When a large regional payer struggled to increase health plan enrollments, TTEC replaced a traditional sales practice with a new call flow enhancement that delivered a better member experience and increased conversion rate
