CX Assurance Blog

Posts about health insurance

    Managing Health Insurance CX During "Crunch Times" and Year Round

    When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season. But outside of the retail world, just about every other industry has its own version of “crunch time” – periods of high...

    The Gift of Peace of Mind: Minimize Risk while Creating Memorable CX

    3 Holiday Wish-Listed Gifts to Give Back to Your Customers... And Your Business | Part 2, Peace of Mind

    In our first part of this blog series, we talked about giving back the gift of time. This week we’re exploring a resource that’s just as precious and can be...

    Is Your IVR Dying a Death by a Thousand Papercuts?

    Guess what? Customer experience is important. Lots of people will even tell you that we are in the customer experience economy these days. More and more companies find themselves now competing primarily on the experiences they deliver to their customers rather...

    Show Me the Money – Delivering Results in IVR Testing

    You probably are familiar with the line “Show me the money!” from the movie Jerry Maguire. In the movie, Jerry’s client asks Jerry, his agent, to show him the money.  He doesn’t want his agent to talk a good game or make a bunch of promises, he wants results. ...

    If Your Customer Calls You During Open Enrollment, Will You Answer?

    We’re all consumers of health insurance, and we’ve all gone through open enrollment. Every year we face a limited window in which we have to review options and make selections for the coming year. I don’t know about you, but I’m perpetually busy. And, truth be...

    Getting Agile in Health: Preparing Insurance Providers for the Move to Agile

    Many healthcare insurance providers are making the move to Agile or considering it. For customer-facing systems such as self-help portals, IVR, chat, email responders, and mobile apps, Agile can offer faster time to market, improved quality, and even reduced...