News : Kaiser Permanente's Call Center Improves Employee Coaching And Development

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Redwood Shores, CA. - May 6, 2008 - Kaiser Permanente, a nonprofit health care provider in the United States, announced today that it has expanded its performance management initiative to standardize and improve its internal employee coaching processes in its California Appointment and Advice Call Centers (AACC) in order to deliver continued increases in member satisfaction.

Kaiser Permanente’s AACC, which has been using Merced Performance suite since 2006 to deliver critical performance data to the front line, including personalized reports and dashboards, will now utilize Merced Performance Suite’s integrated workflow to standardize, track, evaluate and improve employee coaching practices between Supervisors and Agents. Merced Performance Suite will supply Supervisors with the tools and resources critical to quickly identifying and addressing individual employees’ needs through specific coaching opportunities. As a result Supervisors can more easily improve an Agent’s performance, and subsequently further increase member satisfaction.

"We’ve been impressed with the impact we’ve seen to date from our Merced Performance Suite deployment, so we’re excited to expand our performance management initiative with Merced Systems," said Susan Minahen, Director of Operations for the Appointment and Advice Call Centers in the Bay Area. "Improving our coaching tools and processes will allow us to successfully execute on our business goals and will ultimately lead to significant gains in member and employee satisfaction, revenue and productivity."

"Employee coaching and development is a critical initiative in any call center, having wide ranging impact - from lowered operating costs to improved customer satisfaction," said Dean Thomas, vice president of professional services for Merced Systems. "We are pleased to be providing Kaiser Permanente with the tools and resources they need to be successful."

Date Posted: Tuesday, May 06, 2008

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