Humana’s Customer Engagement innovations in Call Center and Back Office with Verint

Humana Inc. elevated their customer experience (CX) to have a more pronounced and positive impact on patients’ lives. It leverages Verint Workforce Engagement solutions including Call Recording, Quality Management, Workforce Management (WFM), Advanced Scorecards, and Speech Analytics, across its call center and back-office operations. This innovative approach supports a complete center of excellence model and more effectively drives performance management and enhances customer engagement in the contact center and back office.

Verint helped Humana:
-- Transition from a home grown system to a modern back office infrastructure
-- Keep pace with growth and optimize back-office operations
-- Leverage scorecards and speech analytics to help associates provide a better customer experience
-- Enhance customer quality with call recording and quality management
-- Deliver centralized forecasting and scheduling
-- Support a complete center of excellence model
-- Improve employee engagement

Humana Inc. is committed to helping its millions of medical and specialty members achieve their best health.

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