Global learning and performance improvement company Ulysses Learning recently gave a presentation at Blue Cross Blue Shield’s Customer Contact Center and Claims Conference that highlighted the company’s efforts to increase the efficiency of contact centers.
The interactive session used Independence Blue Cross as a case study and demonstrated how the organization, which Ulysses has supported for more than nine years, increased the efficiency of its contact centers to:
- Decrease average handling time by 72 seconds.
- Reduce the number of escalated claims by 42 percent.
- Reduce NCL (No Claims Adjusted) by 21 percent.
- Reduce employee attrition by 56 percent.
The presentation was co-led by Ulysses Learning’s Senior Vice President Dina Vance, and Greg Dollack, Performance Solutions Specialist at Independence Blue Cross.
To illustrate how these results were achieved, Vance and Dollack discussed the core principles behind this transformation including strategy, measurement, implementation, reward, training, coaching, follow-up and sustainment, according to Mark W. Brodsky, Ulysses Learning President and CEO.
“Because 2009 has been a tough year for many organizations, we wanted to show contact center executives how it is possible to increase contact center efficiency in trying economic times,” said. Brodsky. “Attendees learned how to improve the overall customer experience and metrics by making critical changes to their contact center’s culture and status quo.”
The conference was held at Disney’s Contemporary Resort in Lake Buena Vista, Florida during March 1 to March 4, 2009.
As TMCnet reported last year, Technology Marketing Corporation chose Ulysses Learning’s CallMentor software for one of its 2008 Product of the Year Awards, presented by Customer Interaction Solutions magazine.
Ulysses Learning released in 2008 an enhanced version of its CallMentor Learning and Performance Improvement System. The upgraded system offers additional self-directed learning capabilities designed to enable organizations the ability to use fewer resources to train large number of agents effectively, even if those agents are dispersed locally, nationally or globally.
With the addition of this enhanced self-directed learning capability, Ulysses Learning has furthered its position as the leading provider of contact center training, offering the most robust simulation-based e-Learning program in the marketplace.
For more information or to get a copy of this presentation, please call 1.800.662.4066.
Tim Gray is a Web Editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To read more of Tim’s articles, please visit his columnist page.
Edited by Tim Gray