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How leading health insurers use customer journey management to reduce costs, improve performance and increase satisfaction
Your members engage with multiple service channels over their life cycle. They want effortless experiences — whether they use self-service channels or connect with an agent.
The proliferation of digital touchpoints, artificial intelligence technologies and remote agents make operating a contact center even more complex. Most solutions prevent visibility across service channels, resulting in complex, disconnected experiences. And both your members and your business suffer.
In this ebook, you’ll read four examples of how health insurers can use journey management to:
- Boost contact center channel performance
- Increase self-service
- Improve experiences companywide
- Enhance escalation management