CEO Benchmark Portal Letter
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UnitedHealthcare Military & Veterans contact center has been recognized as a Certified Center of Excellence. The certification process requires the contact center to be efficient, effective, and provide superior quality service at lower costs compared to others in the industry. Under Mark Riddlesworth's leadership, the contact center has optimized the use of people, processes, and technology to consistently deliver customer service that surpasses most others in the industry. The contact center's performance is in the top 10% of all contact centers in its industry, which is a noteworthy achievement requiring support from senior executives who recognize the importance of the contact center.
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This document discusses transforming contact center metrics by implementing a Customer Experience Business Intelligence (CXBI) methodology. CXBI captures the right data, monitors key metrics, and enables integrated, data-driven decision making across organizations. Traditional contact centers rely on limited metrics that do not provide enough insight. CXBI addresses this by connecting data sources to understand the total customer experience and make informed strategic decisions.
Medcoretalent-wp_rough
MedCoreTalent is an executive search firm focused on the healthcare industry. Their mission is to be a trusted partner for clients and candidates by prioritizing client needs and developing a process that yields results. They ensure an in-depth understanding of client organizations and match top talent through behavioral interviews and assessments. MedCoreTalent designs client-specific programs to deliver results and maximize return on investment.
Quality Contact Solutions\' Overview
Quality Contact Solutions is a call center management and consulting firm founded in 2002. They specialize in managing outsourced call centers, consulting on call center operations, home-based call centers, and telecommunications services. Their goal is to help clients meet contact center goals through their experience in call center management.
Leading practices in medical center call centers
In this white paper, we review the critical success factors for maintaining a highly successful contact center, ensuring each interaction enchants callers to schedule appointments, participate in fund raising events and refer patients.
Technocon facility management services
The document discusses Facility Management Services (FMS) provided by Technocon. It summarizes Technocon FMS's vision, mission, guiding principles, and how customers interact with FMS. The document also discusses the benefits of outsourcing facility management services, including allowing companies to focus on their core business and reducing operating costs. Outsourcing can improve productivity, speed up work, and share innovations while reducing risks.
How Knowledge Management Can Transform Your Customer Experience
In an effort to secure greater customer loyalty and gain substantial competitive advantage, leading organisations are striving to deliver an enhanced experience to their customers.
Customer experience or CX, has become a critical aspect of business management. More than 82% of organisations today regard CX as a competitive differentiator, while over 75% believe that it increases profits and revenue.
9 Strategies To Boost The Value Of Your Dental Practice.pdf
If you don't want to sell below average, you have to assess additional qualitative features that make it more profitable. If sales numbers aren't enough, factors like profitability and unique dental practice features can diminish the inevitable impact of your overhead costs. But how can you boost them?
Leading Practice in Medical Center Call Centers
Medical call centers effectively reflect the brand attributes of the medical center through each interaction with a caller. In this white paper, we review the critical success factors for maintaining a highly successful contact center, ensuring each interaction enchants callers to schedule appointments, participate in fund raising events and refer patients.
Panviva-Don't just optimize WFO article
The document discusses the limitations of workforce optimization (WFO) and skills-based routing (SBR) systems in contact centers. It argues that instead of routing customers to subject matter experts, all agents should be empowered with guidance to resolve any customer issue themselves. This improves the customer experience through faster resolution, higher agent productivity and retention, and ensures all agents have up-to-date knowledge to reduce errors. The document promotes a software called SupportPoint that provides this kind of guidance to agents.
USTS Health Care Staffing 2010
US Tech Solutions is a leading global staffing and consulting firm that provides IT, healthcare, and other professional staffing solutions. It has over 10 years of experience in the staffing industry and projected revenue of $60 million in 2010. The company operates in 5 countries with over 700 employees and offers flexible staffing engagement models to help clients maximize ROI and reduce costs and time to market.
Accelerating Growth with Data-Driven Customer Experience
Accenture's report explains how creating effortless experiences are so simple and easy with our data-driven strategy framework to drive growth. Read more.
How real-time customer feedback can leverage profit for your business
This document discusses customer feedback and engagement. It provides information on:
1. The importance of understanding customers and resolving issues quickly to improve customer satisfaction and loyalty.
2. How customer feedback can be leveraged to improve satisfaction, loyalty, and increase revenue and shareholder value.
3. An engagement platform called ViewPoint that allows companies to capture customer feedback across channels and gain insights to improve performance.
Center First Exp At 1st Contact 2010
CenterFirst Consulting provides various contact center services to global biopharmaceutical companies, including designing and implementing contact centers, patient adherence programs, training and performance improvement, and ensuring regulatory compliance. They have experience working with many large pharmaceutical clients and their case studies demonstrate success in optimizing contact center strategies and operations. The document outlines their mission, services, clients, leadership team, case studies and process for working with biopharmaceutical companies.
Closing the-customer-experience-gap
- The document discusses closing the gap between customer expectations and companies' abilities to deliver excellent customer experiences.
- While most companies recognize the importance of customer experience, few have the necessary systems and capabilities to truly understand customers and act on insights.
- Customer experience leaders are more likely to have a customer-centric culture, single view of customer data, and empower employees to innovate for customers. However, most companies still struggle with data integration and silos preventing use of customer insights.
- IT can help break down silos and integrate customer data, but truly transforming customer experience requires executive support, clear strategy, and cultural change to make experience a priority.
Have You Intiated credentialing in your practice.pptx
The credentialing and re-credentialing processes are significant elements of your health plan quality management program. The credentialing and re-credentialing processes serve to ensure that qualified professionals in your health plan provider network are capable of meeting the needs of those seeking and receiving services.
Have You Intiated credentialing in your practicePDF.pdf
The credentialing and re-credentialing processes are significant elements of your health plan quality management program. The credentialing and re-credentialing processes serve to ensure that qualified professionals in your health plan provider network are capable of meeting the needs of those seeking and receiving services.
The Evolution of Dental Office Administration: Trends and Innovations
The vital role played by dental office administration courses in the success and efficiency of dental practices cannot be understated. First and foremost, effective administration ensures that the dental practice operates smoothly, facilitating a seamless flow from patient intake to discharge. This operational efficiency is critical in maximizing the time and skills of dental professionals, allowing them to focus on clinical duties rather than getting bogged down by administrative tasks.
Similar to CEO Benchmark Portal Letter (20)
Outsourced Customer Care for Healthcare Innovators
Outsourced Customer Care for Healthcare Innovators
How Knowledge Management Can Transform Your Customer Experience
How Knowledge Management Can Transform Your Customer Experience
9 Strategies To Boost The Value Of Your Dental Practice.pdf
9 Strategies To Boost The Value Of Your Dental Practice.pdf
Accelerating Growth with Data-Driven Customer Experience
Accelerating Growth with Data-Driven Customer Experience
How real-time customer feedback can leverage profit for your business
How real-time customer feedback can leverage profit for your business
Have You Intiated credentialing in your practice.pptx
Have You Intiated credentialing in your practice.pptx
Have You Intiated credentialing in your practicePDF.pdf
Have You Intiated credentialing in your practicePDF.pdf
The Evolution of Dental Office Administration: Trends and Innovations
The Evolution of Dental Office Administration: Trends and Innovations
CEO Benchmark Portal Letter
- 1. Dr. Mateczun - President UnitedHealthcare Military & Veterans 9800 Healthcare Lane MN006-E200 Minnetonka MN 55343 07-12-2016 Reference: Letter of Commendation Dear Dr. Mateczun, We are pleased to inform you that your contact center has earned recognition as a Certified Center of Excellence. Our certification process, originally developed at Purdue University, requires that your contact center be both efficient and effective, providing service that is of superior quality and lower overall costs compared with other centers in your industry. Under the leadership of Mark Riddlesworth, your contact center has effectively optimized the use of people, processes, and technology to consistently deliver a level of customer service that surpasses most others in your industry. We benchmark the performance of thousands of customer service call centers in over 50 different industries, and can therefore say with confidence that your contact center is operating on par with the top 10% of all contact centers in your industry. This is difficult to do and represents a noteworthy achievement. We also recognize that this level of performance doesn’t happen unless the senior executives of the company support the management team of the contact center. Thank you for recognizing the importance of the contact center on your company and its impact on your all-important customers. Again, congratulations on achieving a very significant milestone for your contact center. Please enjoy knowing that your customers are being serviced by a Center of Excellence. Respectfully yours, Bruce Belfiore CEO of BenchmarkPortal 126 E. Constance Avenue Santa Barbara, CA 93105