Four contact center optimization use cases for health care

When a member needs support, they expect to have a great experience no matter which channel they use. The Head of Call Centers at Barmer GEK, a leading German health insurer, said it best: “Our customers increasingly expect to be able to interact with our agents through multiple communication channels — whenever and wherever — and to switch seamlessly between them.”

What’s more, organizations worldwide expect their contact centers to simultaneously increase member and employee satisfaction, improve performance and reduce cost to serve. This means transforming the contact center from a service center into a customer experience hub.

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