The Results: 0 % Medicare Sales Conversion Vs. target of 25% 0 % Marketplace Sales Conversion Vs. target of 25% > 0 % Best-in-class attrition rate driven by strong, collaborative culture 0 % Returning agents resulting in faster speed to proficiency The Challenge Each year, during AEP and OEP, enrollment-driven
For retail leaders, peak season isn’t just another quarter. It’s the make-or-break moment that can define the entire year. With spikes in customer activity, demand fluctuations, and high service expectations, retailers must move quickly and strategically. Whether it’s back-to-school, Black Friday, or Cyber Monday, customer experience (CX) must remain frictionless,
In a world where attention is scarce and customer expectations only move in one direction, businesses can no longer afford to treat any customer-facing activity as a numbers game. In a sales environment, the traditional approach of working through call lists and delivering scripted pitches and transactional interactions is no
In today’s digital landscape, social media is a double-edged sword. It’s a powerful tool for engagement, customer service, and brand visibility. But it’s also a battleground where brand perception can be built – or destroyed – in minutes. A single negative post, an unchecked false claim, or a viral customer
The Challenge: In 2022, our MA clients faced a twofold challenge as they prepared for the Annual Enrollment Period (AEP): they had to swiftly expand their agent base while also adapting to new state laws requiring agents to sell within their state of residence to maintain their license. The ResultsCX
The Challenge: The largest Managed Medicare plan provider experienced significant support performance issues during volume spikes, despite a lengthy training program. The challenges included: Dropped calls, resulting in member frustration and incomplete issue resolution Low performance quality scores, impacting overall customer experience Excessive average handle time (AHT), affecting operational efficiency
The Challenge: When Managed Medicare members were at risk of losing drug coverage and needed reminders about their past due premiums, problems ensued for this health plan client In-house agent teams were overwhelmed by the volume of calls required Compliance regulations stipulated multiple reminder contacts within 10-day timeframe Loss of
The Challenge: When assessing the sales performance of support vendors, the largest Managed Medicare health plan wanted ResultsCX agents to significantly improve their sales rate. Key challenges were: A stronger focus on sales during the critical annual enrollment period was needed to increase sign-ups and meet enrollment targets. Existing client-provided
Challenge A U.S. based home delivery food retailer experienced a 300% surge in customer call volume: Strained capacity to maintain high CX standards Required rapid response to sales opportunities Existing staffing levels inadequate for high call volume Solution ResultsCX implemented a four-pronged rapid ramp-up strategy to meet surging demand and
The Challenge A long-time U.S. streaming entertainment client faced an economy-driven spike in service cancellation calls, putting revenues at risk. The Solution Our team of experts leveraged analytics to identify ways to maximize customer save rates while reducing the client’s cost per subscriber, including: A retention-intensive nesting program for new
