Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Industry Research : Zipari CX Survey Reveals New Insights for Payers

#contactcenterworld, @ziparico

Zipari, a company behind the Consumer Experience Platform built specifically for health insurance, announced the results from its survey, "Members Weigh-In on Consumer Experience: With Some Surprises for Payers," offering the industry fresh new data points and insights from both members and payers.

Zipari, along with research partner Ipsos, conducted primary, direct market research leveraging an online survey distributed to health plan members and health plan representatives across all 50 states. The survey sought data on member and payer perspectives of CX and digital CX in the health insurance industry. Zipari surveyed 3,000 adult health plan members aged 26 and over and 400 payer representatives, 80% of which were manager level and above.

The survey results showed that payers that orchestrate a consistent experience across engagement channels will see the biggest return on investment. While many see the heart of CX for members as digital self service (portals, apps), Zipari’s survey showed that most (43%) members prefer the call center as their primary health plan communication channel. Underscoring that finding, when members were asked what would increase their health plan engagement, 71% of members said shorter service-center hold times and 65% said they want service representatives to have their information available right away. But, digital self-service wasn’t far behind with 42% preferring these channels.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

"While the call center remains a core pillar driving member engagement, digital member portals and apps are a critical, and complementary channel for payers to engage with members and maintain customer satisfaction," said Mark Nathan, CEO of Zipari. "This creates a huge opportunity for payers. When members can accomplish basic tasks on their own with digital solutions, it creates less pressure on the call center, reduces hold times, and sets up opportunities for what health insurance leaders identified as a key competency: more time and empathy for members who are calling because of stressful health or financial challenges."

Payer respondents that have made investments in digital CX report significant benefits from those efforts. Ninety-three percent of respondents that have made digital investments noted significant membership increases, with 73% indicating decrease in membership turnover.

Also interesting, while 73% of payers feel that they reach out frequently to members, only 24% of members share that sentiment. In fact, 63% of members said outreach in the form of personalized recommendations would increase their engagement. This highlights an opportunity for payers to improve communication orchestration and puts payers without digital CX platforms at a disadvantage. The need for sophisticated CX platforms capable of offering members personalized and consistent information across channels has never been more evident.

"The data clearly shows that mastering both the call center and personalizing digital offerings and outreach is going to be the golden ticket to attracting and retaining customers in this fast-changing, dynamic member-driven market," added Nathan. "Essentially, what members want today is a human connection when they need it most, and digital self-access available around the clock."

#contactcenterworld, @ziparico

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Zipari:
Company LogoBased in Brooklyn, New York, Zipari, is a technology startup that develops products for health insurance carriers to engage with consumers in new and innovative ways. Zipari now serves more than 10 million members via their payer customers. Their products provide real-time insights at every touchpoint, delivering a breakthrough consumer experience.
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Friday, October 15, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Employee Engagement Solutions

 
1.) 
ContactCenterWorld

TopPlace2Work.com
Typical Problem!

In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.

Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

The Solution!

TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

Everything You Want To Know About The Most Prestigious Awards In The Industry! Read More...
 1151 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =