Medallia - Industry Ebook [Health & Life Sciences]

Here’s how Medallia can help healthcare payer organizations like yours. In Real Life HEALTH & LIFE SCIENCES Automate quality assurance. An efficient, joint automated and manual QA process enables managers to focus on agent coaching and driving improvement. Create a culture of continuous improvement. Easily showcase individual successes and team best practices across the team to empower agent efficiency. See how our partner Medallia tackles Streamline contact center insights. challenges in the healthcare payer industry. Prioritize, address, and rapidly respond From big-picture problems, to the specific to customer pain points. needs of a contact center supervisor, Medallia has it covered. Medallia empowers healthcare payer organizations to transform agent and customer experiences with data-driven insights. Keep reading for an example of how Medallia could help a contact center supervisor drive better customer experiences and reduce costs.

The Big Picture Medallia’s Contact Center Suite captures 100% of customer and agent interactions, leverages AI and deep learning to provide Engagement in-depth analysis, and drives integrated learning via near real-time coaching to frontline agents. The Challenge: Patients, members, and consumers need an easy and effective way to engage with agents beyond calling into the contact center. The Solution: Medallia supports Visability multiple channels including two-way The Challenge: Organizations text messaging and web chat. need greater visibility into insights behind customer engagement and interactions. The Solution: Medallia helps you understand the truth behind all interactions and surface issues at scale. Speed The Challenge: Contact center needs a real-time way to alert Prioritization cross-functional teams of pressing issues that require immediate The Challenge: Organizations attention. need to prioritize areas where The Solution: Medallia provides improvements need to be made automated alerts to the case based on customer pain points. management team for immediate The Solution: Medallia automatically clinical follow-up. scores 100% of interactions, helping managers focus on areas that will most significantly improve the customer experience.

How Medallia Solves The Close-up Madison’s Challenges See how a contact center supervisor could use Medallia to improve agent Add transparency around feedback. and customer experiences. Medallia creates a near real-time feedback loop to encourage Madison’s team to self-manage ongoing performance improvement. Identify self-service opportunities. Medallia helps Madison’s team reduce call volume and focus on resolving escalated and unresolved calls by anticipating customer pain points and offering MADISON SMITH automated solutions. Contact Center Supervisor, Very Good Healthcare Optimize quality assurance. Madison wants to use contact Medallia helps supervisors and managers focus their center insights more efficiently, time on 1-to-1 coaching in the areas that will have the including sharing them across biggest impact on customer experience by automatically the organization, to drive scoring 100% of interactions. organizational improvements. Her Goals: Her Challenges: Detect emerging patterns. - Increase agent satisfaction, - Aging technology, outdated Medallia helps Madison’s team improve first call engagement, and loyalty processes, and variability in resolution by helping them anticipate pain points and - Reduce call volume agent effectiveness connect with consumers, patients, and members on - Anticipate and respond to customer - Customers often feel like they’re multiple channels. pain points proactively communicating with separate departments and not one company - Improve first-call resolution and - Contact center insights are rarely customer experiences shared across the organization to drive change Learn more about Medallia