A well respected, regional health plan sought to increase efficiencies in its service and sales centers by increasing agent productivity.  The group also wanted to ensure that they continued to provide outstanding levels of customer service.

Solution: EPIC worked with the client to determine the need for an adaptable, robust WFM tool and an effective WFM practice.  The EPIC team then partnered with NICE to implement IEX TotalView for the health plan’s 85 service and sales agents while simultaneously working with the client to design and implement best practice processes for demand forecasting, agent staffing and scheduling, and real time change management.

Result: Overall impact of the IEX TotalView implementation on agent efficiency conservatively estimated at 22%.

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